Problem Manager
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Hedehusene
Job Req Number: 28898
In DSV we strive to have world class operational stability and performance (RCA). we are therefore strengthening our Problem Management Department and are therefore looking for a Problem Manager. Here you will be responsible for identifying and managing the resolution of IT problems and systemic issues e.g., (infrastructure, services, or processes).
You will be part of a dedicated team that consist of 3 skilled colleagues and you will work very closely together with the Major Incident Management team in HQ too. Your work address will be in Hedehusene, Denmark.
Investigator & Coordinator
As Problem Manager you will be working with Tier 1, 2 & 3 support teams for Applications and Infrastructure to review, agree and implement permanent solution for "Problem" tickets. Furthermore, your assignments will be to:
• Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
• Facilitate and coordinate technical problem review meetings including lead and facilitate post mortem investigations of critical incidents, and managing root cause analysis between technical teams
• Produce statistics and reports to demonstrate performance of the Problem Management process
• Suggest comprehensive metrics that can be actionable and promote positive behavioral changes; Baseline, improve and re-measure success.
• Manage relationships with other process management teams to provide a consistent delivery framework
• Proactively escalate problems and issues
• Enhance knowledge of the field through participation in professional organizations and self-study
“Lean Mean RCA Hunter Machine”
You have several years of experience as Problem Manager and with Problem Manager methodology, including responsibility for identifying IT problems and coordinating their resolution / mitigation. Experience must include exposure to full range problem management activities, e.g.: problem investigation, identifying underlying causes of incidents, planning & coordinating corrective and preventive actions based on diagnosis, analyzing historical data to identify and eliminate potential incidents before they occur
As a person you think ‘users and business first’, being service minded while managing technical experts with deep domain knowledge and several years of experience, as well as:
• Goal-oriented personality focused on identifying Root Causes and eliminating them by coordinating Corrective & Preventive Actions
• Relevant ITIL intermediate qualifications
• Broad knowledge and understanding of IT concepts and architecture
• Self-driven and team-oriented with excellent verbal and written communication skills (including English)
• Strong analytical and decision-making skills
• Able to work under high pressure with multiple concurrent activities
• Strong customer mindset and being self-confident while driving the investigations
• Very efficient in Stakeholder management
About Global IT
Global IT is responsible for the support of all global IT-services in 80 countries across the globe in all time zones. We are dedicated colleagues, placed primarily in Denmark, Hedehusene (Headquarter), Poland Warsaw (Service Center) and Manilla (Service desk).
Take the jump!
Send us your motivated application and resume by clicking on ‘Apply’. Be aware, applications will be managed on an on-going basis. Please contact Senior Team Lead Sebastian Kalinowski for further information and if you have any questions on +48 797 902 327
DSV – Global Transport and Logistics
DSV is one of the very best performing companies in the transport and logistics industry. 55,000 employees in more than 80 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.
Read more at www.DSV.com
In DSV we strive to have world class operational stability and performance (RCA). we are therefore strengthening our Problem Management Department and are therefore looking for a Problem Manager. Here you will be responsible for identifying and managing the resolution of IT problems and systemic issues e.g., (infrastructure, services, or processes).
You will be part of a dedicated team that consist of 3 skilled colleagues and you will work very closely together with the Major Incident Management team in HQ too. Your work address will be in Hedehusene, Denmark.
Investigator & Coordinator
As Problem Manager you will be working with Tier 1, 2 & 3 support teams for Applications and Infrastructure to review, agree and implement permanent solution for "Problem" tickets. Furthermore, your assignments will be to:
• Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
• Facilitate and coordinate technical problem review meetings including lead and facilitate post mortem investigations of critical incidents, and managing root cause analysis between technical teams
• Produce statistics and reports to demonstrate performance of the Problem Management process
• Suggest comprehensive metrics that can be actionable and promote positive behavioral changes; Baseline, improve and re-measure success.
• Manage relationships with other process management teams to provide a consistent delivery framework
• Proactively escalate problems and issues
• Enhance knowledge of the field through participation in professional organizations and self-study
“Lean Mean RCA Hunter Machine”
You have several years of experience as Problem Manager and with Problem Manager methodology, including responsibility for identifying IT problems and coordinating their resolution / mitigation. Experience must include exposure to full range problem management activities, e.g.: problem investigation, identifying underlying causes of incidents, planning & coordinating corrective and preventive actions based on diagnosis, analyzing historical data to identify and eliminate potential incidents before they occur
As a person you think ‘users and business first’, being service minded while managing technical experts with deep domain knowledge and several years of experience, as well as:
• Goal-oriented personality focused on identifying Root Causes and eliminating them by coordinating Corrective & Preventive Actions
• Relevant ITIL intermediate qualifications
• Broad knowledge and understanding of IT concepts and architecture
• Self-driven and team-oriented with excellent verbal and written communication skills (including English)
• Strong analytical and decision-making skills
• Able to work under high pressure with multiple concurrent activities
• Strong customer mindset and being self-confident while driving the investigations
• Very efficient in Stakeholder management
About Global IT
Global IT is responsible for the support of all global IT-services in 80 countries across the globe in all time zones. We are dedicated colleagues, placed primarily in Denmark, Hedehusene (Headquarter), Poland Warsaw (Service Center) and Manilla (Service desk).
Take the jump!
Send us your motivated application and resume by clicking on ‘Apply’. Be aware, applications will be managed on an on-going basis. Please contact Senior Team Lead Sebastian Kalinowski for further information and if you have any questions on +48 797 902 327
DSV – Global Transport and Logistics
DSV is one of the very best performing companies in the transport and logistics industry. 55,000 employees in more than 80 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.
Read more at www.DSV.com
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i Hedehusene.
Jobbet er oprettet på vores service den 25.11.2020, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Afdelingsleder
- Hedehusene
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