Job Details
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Job Description
- Problem Management Engineer is responsible for managing the life cycle of all Problem Incidents within GDC services and to prevent future incidents.
- Lead and Conduct Problem meetings for the Problem
- Ensure Analysis and, Scope Definition, Detailed Time-frame and Milestones for all stakeholders are clarified, defined, tracked and reported on.
Technical Operations
- Opens, forwards, tracks and close problem tickets according to problem management process
- Updates of tickets on request
- Coordinates and moderates necessary problem meetings in case of difficulties or team overall problems
- Actively involved in the hierarchical escalation processes for Problems
- Supports the processing of measures for problem prevention
- Participates in on demand meetings with customer and vendors
- Checks finally the documentation of root cause, final solution and preventive measures
- Guarantees SOX compliance
- Achievement of problem management KPI’s
- Trains problem management process handling and interfaces
- Maintains information about Known Errors and Workarounds.
- Share solution and prevented measurements with the support teams.
- Transfer the knowledge to the new comers in Problem Management team.
Controlling
- Performs Data analysis regarding Major Incidents and Problems
- Ensure that the Problem Management process is implemented and being followed by all involved process members
Proactive
- Analyse reports and statistics in order to drive improvements
- Cooperate in working groups and projects
- Arrange special reports
Interfaces
- Internals:
- Operational teams
- Service Desks
- GDC Management
- GDC Service Manager
- Supplier
- Externals:
- Customer Service Desks
- Customer Operations
- Customer Problem Management
- Customer Management
Typical Outputs
- SOX compliance
- KPI compliance
- Hierarchical escalation regarding GDC Management
- Internal and external customer satisfaction
- Process conformal handling of all Problem Tickets
- Problem Reports continuous
Job Requirements
Must have technical / professional qualifications:
- BSc Engineering or Computer Science
- 2-3 Years IT Experience or Field Related.
- Good technical Knowledge
- Industry certification and technical skills.
- Excellent reporting and data analysis skills.
- Expert control of tools of analysis and monitoring
- ITIL Foundation
Personal skills:
- Excellent communication skills and presentation skills.
- Excellence mind set striving to exceed expectations.
- Time Management skills
- Positive and motivational under pressure. Professional and approachable. A people person who can deal with a variety of people and customers at all levels with flair. An enthusiastic team player. Committed to working with their team to maintain a positive team spirit
- Confident negotiation and online documentation (throughout the negotiation) in German or English
- Problem Solving; Must demonstrate a methodical, analytical and clear approach to problems. Must be able to identify issues, offer solutions, and work with others to improve processes and procedures.
- Capability to understand complex IT environments
- Willing to travel and dealing with Global Environment
- Working on one’s own initiative
- Solution oriented working
- Creative Thinking
- Team oriented
- Experience in moderation of meetings
- Capability to handle escalations
- Structural and analytical thinking
- Capability to abstractions up to meta level
