Problem Manager
Zerto
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
The Problem Manager plays a pivotal role in preventing the occurrence of incidents by managing the Problem Management process. This involves representing Problem Management across the organization, determining the validity of problems, monitoring process effectiveness, ensuring adherence to policies, overseeing problem ownership, and actively contributing to the continuous improvement of the organization's problem resolution capability.
How you will make your mark:
- Responsible for the overall execution of the Problem Management process, with specific functions or areas typically assigned.
- Act as the operational representative of Problem Management across the organization, ensuring effective communication and collaboration.
- Determine the validity of a problem and assess whether an investigation is required for resolution.
- Monitor the effectiveness of the Problem Management process, analyzing trend reports to identify improvement opportunities and enhance overall problem resolution capability.
- Ensure strict adherence to the Problem Management process, policies, controls, and select metrics by all process participants.
- Oversee problem ownership to guarantee efficient and accountable problem resolution.
- Monitor and report against defined Problem Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Develop and maintain comprehensive Problem Management documentation, procedures, and training materials.
- Lead periodic data quality reviews of problem records, determining action plans to remediate any identified issues and uphold data integrity.
- Act as the first level of hierarchical escalation for process-related issues, ensuring swift resolution and continuous improvement.
- Update training materials, create awareness, and publicize new capabilities and procedures to stakeholders, ensuring appropriate skill level mapping.
- Provide valuable input to the Problem Process Owner for the ongoing maintenance and improvement of the Problem Management process.
- Deliver strategic account support by being a SPOC for Problem Management Practice and contributing to high end customer experience.
- Participate in related Continuous Improvement initiatives within the different accounts.
- Drive and govern all contract defined ITIL practices and initiatives and be the interface person towards customer and delivery engine.
About you:
- Bachelor’s degree or relevant experience in IT support
- Around 3 years proven experience in Problem Management or related roles.
- Fluency in written and verbal English
- Certification in IT Service Management (e.g., ITIL).
- Strong understanding of Problem Management processes and best practices.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to identify improvement opportunities.
- Proficiency in data quality review processes.
- Commitment to continuous learning and knowledge sharing.
- Ability to lead and facilitate training sessions effectively.
- Time management skills and ability to work with tough deadlines.
- Ability to handle multiple tasks at the same time without supervision and ability to prioritize.
- ServiceNow knowledge is a strong advantage
- MS Office
#LI-Hybrid
Additional Skills:
What We Can Offer You:
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
Let's Stay Connected:
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Job:
ServicesJob Level:
Specialist
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.