**Job summary**Problem Management is one of the ITSM key processes. The Problem Management Process is focused on the lifecycle of problems. The primary objectives of Problem Management are to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. For Problem Management will be a major contributor to the Service Management mission by ensuring Problem Management best practices and execution in a consistent, practical, and viable way**Job specifics/responsibilities**Problem Management has end-to-end accountability for the Problem Management process, standards, and strategic direction of the process within the account (s) and/ or assignment he/she is having.**Key deliverables/accountabilities**:- Accountable for the execution of his ITIL GSM process and procedures- Influences behavior of others without direct authority to drive operational excellence and achieve customer satisfaction- Is responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management (managing problem records end-to-end)- Ensures RCA (Root Cause Analysis) documents/tickets are provided within SLA/KPI with high quality of the content- Conducts RCA meetings with technical capabilities if the RCA and its ownership is unclear- Validates reports of Problem Management performance metrics- Performs Proactive Problem Analysis based on incident trend analysis where applicable- Reviews the effectiveness and efficiency of the Problem Management process within the account- Deliver as per contractual/ account commitments and process standards. Ensure the agreed levels of service are maintained.- Good customer satisfaction for Problem Management- Decrease of number of incidents as result of Problem Management activities- Education (degree) and professional experience required**Important Behavior Traits**:- Business and Organizational knowledge- Excellent communication skills: Ability to effectively interact with people at all levels worldwide- Team player- Strong proven relationship building skills- Excellent oral and written communications skills- Ability to work independently with little to no supervision- Ability to establish and manage performance metrics- Successful and timely delivery against commitments and deadlines- Results-oriented- Has initiative and decisiveness- Possesses tenacity and drive- Embraces and champions change**Requirements**:- Bachelor's degree (or advanced student) in a Technology related career.- 3 years of Professional Experience in IT Support role- At least 2 years of relevant industry experience- Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe- Excellent fluency in written and verbal English- Strong Service Management knowledge.- Preferred: ITIL certification by recognized bodies**Preferred requirements**:- Excellent Fluency in written and verbal Portuguese- ITIL V4 foundation training is considered as an advantage- ITIL advanced certifications are considered as an advantage- Data Analysis: transforming data to extracting information and draw conclusions- Problem Resolution: ability to resolve escalation issues or problems- Ability and willingness to motivate and support other process managers- Engineering and IT technical skills are considered as an advantage- VBA and Power BI working knowledge
