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Problem Management Manager in Columbus at Huntington

Date Posted: 8/7/2018

Job Snapshot

Job Description

Brief Description:
As the manager of the Problem Management team, your primary responsibility is to lead a team of Problem Analysts to track problems within our infrastructure, application technology, and our 3rd party vendors to identify areas of opportunity to improve quality service by applying preventative measures. We are looking for a Manager who is passionate about leading, problem solving, quality, and enjoys what they do. To be successful in this role, the leader will need to build respect and excellent working relationships with multiple teams within the organization and lead the team to do the same.

Detailed Description:
The manager is responsible for ensuring the team's timely identification and closure of problems, root cause is found in a timely manner and prevention is in place so the problem does not reoccur. All aspects of the work will be well structured and conducted utilizing ITIL practices, and recorded in the problem management IT service management tool.
Primary Duties and Responsibilities:
* Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
* Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
* Prepare statistics, KPI and trend reports for use in the problem management process.
* Identify problems through the review and focus on optimizing processes
* Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
* Coordinate, convene and facilitate major incident and problem review meetings
* Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
* Create and deliver content regarding service disruptions.
* Ensure that the problem management information reflects accurate information and is complete.
* Develop trend analysis and prepare service level improvement plans to address identified gaps.
* Ensure recurring incident resolution is addressed with urgency.
* Manage and maintain information stored in the problem database including workarounds.

Basic Qualifications:
* Minimum 7 years of experience in an ITIL Service Operations or technology operations based management and/or supervisor role.
* Bachelor's Degree

Preferred Qualifications:
* ITIL Certified or 3 years working experience as a Problem Manager.
* Strong analytical skills.
* Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
* Proven track record of working collaboratively to improve the customer's experience.
* Ability to develop collaborative relationships across all organizational levels.
* Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
* Able to manage relationships with peers and managers as it relates to support and services.
* Ability to navigate complexity and facilitate collaborative, cross-functional solutions.
* Strong communication, presentation, and relationship management skills.
* Ability to translate complex issues in an understandable, organized way.
* Team oriented.
* Positive team player attitude with excellent verbal and written communication skills.
* High degree of organizational skills.
* Prefer ITIL knowledge or certification

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.