Here in our Dublin office we are looking to recruit for a Problem Manager within our MAPS (Market Application Production Services) space. The role is responsible for ensuring that Change, Release and Problem Management services are being performed in line with the expectations of the enterprise and are driving value through proactive processes to identify gaps or failures and increase stability.
 

Responsibilities will include but not limited to:

• Responsible for improving application stability and resiliency across the organization by reducing incident volumes
• Responsible for owning and leading problems throughout their lifecycle per the Problem Management process
• Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision making during Root Cause Analysis and implementation of resolution activities
• Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology
• Responsible for continuous improvement of the overall Problem Management process and communication
• Responsible for producing, maintaining and distributing problem reports for critical business and IT services

The Team:

The MAPS space is underpinned by cutting edge tools, processes and subject matter expertise. The team operates in a technically complex, fast changing and dynamic environment with an excellent culture of growth, learning and development.

• horough understanding of ITIL service processes with an understanding of the various ITSM Stages, including: Incident Management and Problem Management
• Practical experience in writing plain English technical root cause analysis reports for all levels of management
• Experience performing Problem Management activities including:
  • Facilitating root cause analysis meetings
  • Escalating concerns with compliance to the Problem Management Process
  • Holding Subject Matter Experts to date commitments for Known Errors and tasks
  • Data analytics to identify common themes
• Excellent level of communication skillset (Written & Verbal)