About this job

Sapienza Consulting is recruiting a Problem Manager to work at NATO NCIA in Mons, Belgim.

Responsibilities

With guidance from Monitoring, Analysis and Reporting (MAR) Section Head, incumbent executes Problem Process Manager tasks:

• Responsible to Process Owner for Problem Management Process and its operation
• Working with NCI Agency Service Lines and other process managers to ensure problems are efficiently processed and resolved
• Is responsible for analysing incidents for potential problems
• Is responsible for conducting the review of incident records to make initial problem assessment
• Is responsible for reviewing problems to ensure their correct categorization and prioritization
• Is responsible for the delivery of Root Cause Analysis and problem resolution within given targets
• Is responsible for acting as an escalation point to expedite problem resolution
• Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Ensures the Problem Management Key Performance Indicators are reported and their targets met
• Produce Problem Management activity reports and provide recommendations for senior management review and approval
• Reporting to senior management, problems with a high and major impact to NCI Agency and Customer
• Reporting to senior managers any problem that has potential to significantly impact services;
• Initiates Problem Management after closure of a major incident
• Establishes a cross functional team, when required, to resolve a problem traversing multiple NCI Agency Service Lines and/or identify lessons that can feed Continual Service Improvement
• Assisting in the alignment and maintenance of the service management toolset module to support Problem Management
• Maintain Problem Management Standard Operating Procedures and Work Instructions
• Owns and maintains the quality of information in the Known Error Database
• Ensuring that known errors and workarounds are available for transition of new service and allowing Operations Centre to react appropriately in response to an incident
• Formally closing all problem records
• Initiates Request for Change to resolve problems
• Monitors progress on resolution of known errors and advising incident management staff on best available workaround for incidents
• Provides Problem Management toolset training
• Builds awareness of the Problem Management process throughout NCI Agency and Customer base

Profile

• Required Security Clearance: NATO Secret
• University degree in Computer Sciences, preferably in Information Technology or equivalent combination of appropriate qualifications + at least 2 years relevant experience.
• Working experience in Problem Manager role
• Detailed knowledge of Service Management principles
• Has sound understanding of typical roles and responsibilities in Service Management (i.e. Incident/Problem/Change Manager, etc.
• Experience in working in a matrix organization
• Excellent communication skills, both written and oral
• Ability to develop presentation materials and papers from concept
• ITIL v3 or higher Certificate (foundation at least)
• Service Operation Certified
• PRINCE 2 Certificate (foundation at least)

Candidates must be eligible to work in the EU

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