Senior Problem Manager

The Senior Problem Manager is a key role within the GBS IT Service Management Office, Service Operations department. The Senior Problem Manager is responsible for overseeing and enhancing the problem management process, collaborating with other process owners, and ensuring effective communication and data exchanges between various stakeholders of IT and Business. Plays a key role in designing and maintaining Problem Management process policies, documenting workarounds and solutions, as well as managing problem records related to incidents and proactive measures. This involves overseeing the comprehensive documentation of workarounds, solutions, and problem records, ensuring a systematic and well-documented approach to incident resolution and preventive strategies. Addresses the growing complexity of incidents, applying proactive and preventive problem management methodologies and techniques and conducting structured problem investigations.

Responsibilities

• Structured Problem Investigations: Conduct structured and thorough problem investigations, utilizing analytical tools and methodologies to identify root causes and address complex issues while ensuring a structured and collaborative approach to problem resolution.
• Problem Record Management: Create problem records related to incidents, proactive concerns, and preventive actions. Generate Requests for Change (RFC) to proactively address potential IT errors associated with complex incidents.
• Documentation and Knowledge Sharing: Document and share proactive measures, preventive strategies, and solutions with the IT support team to build a knowledge base (Known Error Database) for efficient incident resolution.
• Collaboration and Process Enhancement: Work closely with incident management and change management process owners to enhance the problem management process, adapting to the growing complexity of incidents.
• Policy Development and Maintenance: Develop and maintain comprehensive process policies for problem management, emphasizing roles and responsibilities associated with handling complex incidents.
• Proactive and Preventive Problem Management: Implement proactive measures for problem management, focusing on preventing incidents through trend analysis, pattern recognition, and the identification of potential issues before they escalate.
• Reporting: Take proactive measures in creating reports to clients and the company's Business Management, providing insights into the status of problem management, key performance indicators, and recommendations for improvement.
• Continuous Improvement: Actively contribute to the continuous improvement of the problem management process, adapting methodologies to address emerging challenges. Compliance with area-specific customer requirements.

Experience & Education

• Min 3 years in Problem Management and Incident Management, preferably in a mid or large size company providing IT Service Operations.
• Minimum 3-year relevant University Degree or equivalent work-experience.
• Fluency in English.

Expected skills & Competencies

• Understanding of IT Infrastructure, systems, technologies.
• ITIL certification or equivalent is highly desirable.
• Proven experience in problem management with a focus on addressing the growing complexity of incidents.
• Strong analytical and process improvement skills.
• Strong problem-solving and effective communication skills.
• Knowledge of Service Management tools.
• Experience in customer management is preferred.

What we offer you

• Working at the world's only fully integrated aluminum and leading renewable energy company.
• Diverse, global teams.
• Flexible work environment/home office.
• We provide you the freedom to be creative and to learn from experts.
• Possibility to grow with the company, gain new certificates.

Equal opportunities

At Hydro, we believe diversity makes us stronger. We welcome diverse experiences and perspectives, and invite all qualified candidates to apply. We review every application fairly and strive to provide equal opportunities for everyone to grow and succeed.