Job Description

The IT Problem Manager is focused primarily on the functions within the Problem Management lifecycle, with additional effort on the metrics surrounding the Incident Management lifecycle. You will write detailed Root Cause Analysis (RCA) reports and present them to leadership and relevant stakeholders on a routine basis. You will work closely with Incident Managers within a Command Center to reduce the occurrence and duration of Major and Priority Incidents. You will facilitate meetings between Operations, Engineering, Development, and Client teams to construct a definitive narrative and timeline of an outage. You will need a strong understanding of solution and infrastructure architecture within multi-cloud and on-prem datacenter environments. Excellent written communication, verbal communication, conflict-resolution, interpersonal, presentation and customer service skills will be required.

What you will do:

Review incidents that occurred and investigate why they took place, how they were resolved, how they can be prevented or mitigated in the future.
Coordinate and moderate Post Incident Review meetings, as well as all follow up investigative communications
Statistical analysis, tracking and communication of metrics associated with said incidents
Investigate metrics to identify trends and highlight opportunities for improvements
Establish strong partnerships with teams across Acxiom to ensure root causes are clearly explained, documented, and improvements are acted upon
Demonstrate a sound understanding of functional/business objectives that drive and shape technology requirements
Host a weekly Always On meeting with technical leadership to present Problem Management metrics
Assign Problem Tasks or Corrective Actions following a Major Incident to address gaps

What you will need:

Education: Bachelor's degree
6+ years of experience in Tech, Engineering or Software Development
Demonstrated ability to work effectively in a fast-paced, high volume, deadline-driven environment
Attention to detail, and the ability to apply business intelligence/analytics through the Problem Management process
Self-motivated to research complex technical issues with minimal oversight
Clear understanding of ITIL processes, especially Incident and Problem Management
·Superb communication skills: seek understanding when investigating an incident and to track findings clearly in problem records

What will set you apart:

Strong analytical/business intelligence experience
Impeccable communication skills both written and verbal
Passion for problem solving and investigative research
Client Relationship experience