Problem Manager - in Dallas, TX

General Description : The Problem Manager position is located in Dallas , TX . The position is in a Web hosting co-location in a production operations environment operating on 7X24X365 schedule. The position integrates with network operations at 3 different data centers with 5 different landscapes throughout the U.S. The Problem Manager will ensure operational effectiveness and efficiency of the problem management process. Typical Duties Typical duties include the following: Reviews solution options and/or temporary solution Approves analysis results Reviews problem validation Approves results of corrective actions based upon predefined verification criteria Reviews solution propagation activities Approves the results of root cause analysis (RCA). This includes the documented root cause (or the decision that such could not be found) and the documented workaround Approves transfer to production Makes problem handler assignments to work groups and individuals to ensure workload balancing to meet service level commitments Communicates progress of problems to relevant parties Consults for incident solution identification Consults for regular review of service level agreement (SLA) performance data Consults for the definition and assessment of service levels Examines work queues for problems in jeopardy of missing service agreements Keeps informed about new SLAs Keeps informed about the new SLA framework Stays informed of activities to restore to normal operations Stays informed of IT asset discrepancies and if further investigation is required Stays informed of results of SLA review meeting Reviews all "on-hold" problems and known errors Reviews progress and results with client and (senior) management Sets scope for (trend) analysis Supports in determination of problem priority and service levels Supports proper assignment of problem Supports regular SLA performance data gathering Supports the determination of remedial action Supports the implementation of corrective actions Applies Information Technology Infrastructure Library (ITIL) framework knowledge Conducts and facilitates RCA of a problem Coordinates and facilitates problem resolution by engaging a variety of support teams Escalates issues for resolution, to avoid reoccurrence or close problem. Assists with the identification of the resources to which the problem should be escalated. Conveys appropriate urgency and importance to identified personnel. Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items. Facilitates high-impact customer business calls to disseminate technical information Monday through Friday, 8 am - 5 pm. Experience and Skills Required: Requires a minimum of five years of problem management experience in an enterprise environment. The Problem Manager must have enterprise IT experience and a good working knowledge of the Microsoft Office suite. Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required. Although not a requirement, the candidate should have working experience or general knowledge of the ITIL framework, BEA WebLogic and IBM WebSphere. The following experience is also required: Problem-solving skills with an emphasis on resolution of complex technical problems Demonstrated ability to quickly understand complex systems Ability to work on many tasks simultaneously in a high-pressure environment Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills Ability to interact with individuals on all organizational levels Strong organization skills Experience with performing and coordinating RCA and trend analysis Understanding of and experience with service level agreements Understanding of IP network infrastructures Working knowledge of UNIX environments 2.0 Milestones, Deliverables and Expected Results Meet/exceed success rate targets for ITIL process area (ie, problem management) Analyze data/measure progress Analyze/interpret process metrics Collect and synthesize information and research Ensure RCA is completed and recorded for all Priority 1 problems Improve first-time fix rates Manage problems w/in SLA thresholds Manage problems to resolution Improve quality and ensure consistent/timely resolution of problems Analyze problem record documentation to ensure the data meets quality standards Apply ITIL framework Evaluate problem solutions Manage and optimize workforce and workload Manage problems to resolution Provide problem consulting Increase client satisfaction Effectively communicate solutions and associated risks Fulfill commitments Manage scope-of-work deliverables (eg, RCA) Meet deadlines Meet or exceed client expectations Provide timely, effective communications Work collaboratively Increase productivity/decrease costs through continuous process improvements Analyze process flow to identify opportunities for improvements Articulate process improvements/standards Develop commitment to implement changes Establish standards to improve processes Evaluate and improve business operating costs Facilitate organizational change sessions Identify cost improvement alternatives Manage awareness and impact of changes Manage continuous process improvements Manage ITIL process to standards Review process reporting data to identify areas for improvement 3.0 Other Responsibilities Individual will participate in operations and other meetings as required. Some overtime and a rotating on-call schedule will be required. 4.0 Acceptance Criteria: Candidates must pass a background investigation, drug test, credit check and finger print Candidates must be U.S. citizens or possess a valid U.S. Immigration Service Work Permit Green Card. No other INS status is acceptable. To Apply to this job go to http://www.GadBall.com or click here