Regional Problem Management Specialist

hace 3 semanas


Desde casa, Colombia Teleperformance A tiempo completo

Overview:
We are looking for a Problem Management Specialist who will participate in the incident and problem management processes to ensure immediate response to potential business disruptions and root cause analysis post recovery. Also, will monitor the key performance metrics and perform trend analysis to identify operational opportunities.

**Responsibilities**:

- Define the proposal and validate the root cause analysis in the meetings.
- Request the update the problem dashboard.
- Support the technical teams to find the solutions and actions plans to solve the problems (outages).
- Follow up KPIs of the area.
- Assist the Problem Director in all daily Problem Management operational tasks.
- Analyzing historical data to identify and eliminate potential incidents before they occur.
- Identifying underlying causes of incidents and preventing recurrences.
- Define, advice and track the workaround solutions.
- Work with Change Management teams to resolve Problem and Incidents.
- Recording, managing, and advancing the problem by escalating to an elevated level of expertise.
- Creating tasks to work on the problem resolution.
- Actively participate in Change Control Meetings and enforce policy and processes.
- Monitors the day-to-day service delivery.

Qualifications:

- 5-7 Years in an IT service management areas (Incident, request, change management).
- 2 years in Problem Management function or equivalent - desirable.
- At least 1-3 year as admin in one of the following areas, networking, systems, telephony.
- _ Bachelor's degree in Computer Science, Technology, Engineering or related._
- ITIL V4 Foundation certificate.
- General Knowledge in Problem Management or Continuous Improvement Techniques.
- English B2.



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