Problem Resolution Specialist

1 dzień temu

Poznań, Greater Poland Link Group Pełny etat
Job Title: Problem Incident Manager

We are seeking a highly skilled professional to fill the role of Problem Incident Manager. This critical position is responsible for ensuring the smooth operation of IT systems within a regulated institution.

Key Responsibilities:

  • Incident & Problem Resolution: Drive incident and problem task forces, coordinating activities for quick restoration and efficient problem resolution. Participate in decision forums to ensure operational stability.
  • Cross-Functional Collaboration: Work with organisational stakeholders to mitigate risks and identify root causes through cross-functional analysis.
  • Permanent Fixes: Follow up on problem tickets, ensuring that permanent fixes are implemented. Facilitate forums for cross-team improvements.
  • Process Development: Contribute to the development and continuous improvement of incident and problem management processes in line with company strategies and frameworks.
  • Team Leadership: Lead and motivate the team, ensuring open communication and transparency in task delivery. Empower team members, coach for growth, and ensure alignment with goals and timelines.
  • Stakeholder Management: Engage efficiently with stakeholders, ensuring that incidents are communicated effectively and that solutions are agreed upon on time.
  • Documentation: Prepare and present professional-level reports and documentation related to incident and problem management processes.

Requirements:

  • Experience: 3-5 years of experience in IT incident and problem management, particularly within regulated industries such as banking or finance.
  • Leadership: 2-3 years of leadership experience in a business role, particularly in fast-paced environments requiring rapid resolution.
  • Incident & Problem Resolution: Extensive experience in driving incident resolution and problem-solving task forces at a high level.
  • Documentation: Strong proficiency in preparing reports, incident/problem documentation, and professional communication.
  • Adaptability: Demonstrated ability to manage change and drive quick action in response to evolving situations.
  • Stakeholder Management: Exceptional interpersonal skills, with the ability to influence and get results through collaboration.
  • Certifications: ITIL certification in Incident & Problem Management is preferred.

Additional Information:

  • Incident Management: Manages tickets created when unexpected interruptions or degradations in business applications occur.
  • Problem Management: Handles tickets generated from incident tickets to diagnose the underlying cause and develop permanent solutions to prevent future occurrences.

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