Problem Manager

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Matrix7i, is seeking the following. Apply via Dice today!Job Summary:We are seeking an experienced Problem Manager to join our team. The ideal candidate will be responsible for overseeing and coordinating the organization's response to Problems ensuring timely resolution, and minimizing impact on operations.This is a 100% remote opportunityThis position offers a competitive salary based on experience level. If you meet the requirements and are looking to take on a challenging role in incident management, we encourage you to apply.Reporting manage a set of metrics, including appropriate categorisation to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention. Reporting may include, proactive trending, seasonal/geography specific analysis, recurring incident volumes, high business impact problems.PIR Meetings - Jointly own and lead post incident review discussions with the lead Incident Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools.Root Cause Analysis Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners.Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.Handle incoming requestsMaintains onboarding and educational materialsMaintains Problem process documentationPublish complete Root Cause MessagesAdvanced ITIL certification or industry certifications which can contribute to the experience requirement.Servicenow Experience-Education:--BA/BS Degree