Details:

Job Description

Responsibilities:

Drive E2E Governance for the PM Tower on behalf of the client, managing vendors relationships and their respective delivery performance, playing the role of a Service Integrator.
Perform Problem Management Data/Trend analysis under the strategical guidance of Service Management
Lead PM process throughout its entire lifecycle and enable collaboration for internal and external stakeholders
Ensure transparency and compliance in underlying processes and policies for the function
Assist in improvement and maintenance of the KEDB
Liaise with Change Management division to maximize PM process outputs efficiency
Leverage infrastructure teams and suppliers to identify and address Problem candidates
Enable IT Management and technical personnel to enforce Problem Management best business practices and enhanced processes across the organization
Handling operational and tactical communication for records with high impact on business-critical components
Facilitate identification of root causes according to the appropriate RCA method (5 whys, Pareto, Ishikawa, Fault Tree, etc.) aimed to a more efficient resolution for open records
Promote Transformation/Automation journeys initiatives as per Stefanini strategy

Keep track and report on service health and potential metrics status (SLAs, KPIs) to the involved boards

Job Requirements

Details:

Familiar with Microsoft Cloud Technologies (Ex: O365, Azure)
Understanding of IT infrastructure components & business critical aspects: Networking, Servers, Security, Domains, Virtualization
Mandatory: previous experience in Problem Management
Fluent in Service Management core processes: Change, Problem, Incident, CSI, Request, Knowledge
Soft skills: Strong communication; Problem solving; Analysis; Creativity / Innovation; Customer sensitivity: Technical writing skills; Liaison skills;
Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the company needs and priorities;
Results orientation: focuses on the delivery of targets, quality and deadlines;
English proficiency and business communication acumen.
ITIL V4 or SIAM Foundation Certified

ITSM System Proficiency: 4Me or ServiceNow

Sr. Problem Controller