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Problem Manager (Closed)

SkillStorm is seeking a Problem Manager for our client in Jersey City, NJ OR Charlotte, NC. Candidates must be able to work on SkillStorm's W2; not a C2C position. EOE, including disability/vets.

Job Responsibilities:

  • Responsible for improving application stability and resiliency across the organization by reducing incident volumes.
  • Responsible for reducing the volume of errors introduced into the environment via the Technical Change and Release Processes.
  • Oversee the day-to-day activities within the Problem Management Processes.
  • Responsible for owning and leading problems throughout their lifecycle per the Problem Management process.
  • Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision-making during Root Cause Analysis and implementation of resolution activities.
  • Provide training and guidance to new department team members to facilitate knowledge sharing and cross training
  • Design initiatives for Problem Management tooling improvements and translate them into business requirements for the platform development team.
  • Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology.
  • Review and participate in the Daily Status Review ensuring appropriate root cause, business impact and next steps are documented following a Major Incident.
  • Perform operational duties to comply with key controls for internal and/or external audit requests.
  • Responsible for continuous improvement of the overall Problem Management process and communication.
  • Responsibilities includes data quality corrections, managing Problem management records, creation of Post Mortems and generating reports.
  • Responsible for producing, maintaining, and distributing problem reports for critical business and IT services

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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