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30.01.2020
★★★★★ Problem Manager, GTT /Interoute Communications Ltd  Вижте визитка на компанията
Месторабота София; Постоянна работа; Пълно работно време
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GTT connects people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of simplicity, speed and agility. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services.


The Problem Manager proactively focuses, technologies and process, on GTT issues to identify incident and problem trends; communicate with technology owners; and facilitate plans of attack to ensure that GTT reaches its committed goal of reducing problems in the environment before they cause impact; eliminating defects and noise that consume considerable staff resources; and shorten time to repair.


This position analyzes change, request, incident and problem data as recurring events and then works to identify the root causes of recurring incidents, events and other trends that could affect performance and stability of GTT Platforms and/ or customer services.


Ensure that plans and actions are in place to mitigate and resolve these issues at all Priority/Severity Levels.


This position also works with Incident Managers, Operations and Engineering Managers during the Incident Post Mortem review process ensuring that quality and in-depth root cause reviews and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.

Problem Manager

Internal Departments they will interact with:

A key function of the Service Assurance team is to coordinate and mentor the actions of associated and involved teams and companies (engineering, regional operations, supplier management and customer) in order to deliver optimum results for GTT’s customers.

Main Responsibilities:

  • Analysis of Incidents and Change Failures to identify problem trends and chronic issues.
  • Work with Capacity & Performance owners to identify trends and proactively propose and load changes to overcome possible risk to service availability.
  • Communication with technology owners.
  • Facilitation of plans to reduce problems in the environment, eliminating defects, shorten recovery times - time to restore (TTR), reduce impacts and drive efficiencies.
  • Analysis of timelines for gaps and improvement opportunities.
  • Act as a primary communication Operational interface, across GTT Business, for problem management escalations.
  • Ensuring quality and in-depth root cause reviews occur.
  • Developing, assigning, and tracking actions to appropriate parties as part of the root cause and post mortem reviews.
  • Ensuring appropriate actions are created to prevent the problem from recurring.
  • Ensuring appropriate actions are created to resolve process or documentation issues that could contribute to longer TTR.
  • Facilitating post-implementation reviews to validate changes intended to resolve problems, known errors, and associated incidents are completed and properly documented.
  • Communication with Incident and Change management to ensure related incidents are updated accordingly.
  • Working with lines of business to develop valid actions to reduce impact and/or TTR for GTT Platforms and Services.
  • Working with GTT technology owners, Operations Managers to ensure the Problem Management process is executed comprehensively along with improvements to reporting, trending and analysis of problems.

Ideal Candidate Profile:

  • Highly respected by others; inspires others; generates innovative solutions; leads boldly
  • Customer Focused - Strong interpersonal and communication skills
  • Good listener follows through on commitments and honors confidentiality
  • Ability to work autonomously to meet the business demands, and be an effective member of the team
  • Ability to deal with and manage conflicting priorities and to make business critical decisions independently when required, or escalate when appropriate to immediate manager

Essential Criteria:

  • Bachelor’s degree or equivalent work.
  • 3+ years of experience within a technology environment is required.
  • Knowledge of the ITIL Framework is required; a V3 certification is preferred.
  • Incident management experience.
  • Problem management experience.
  • Extensive customer service and client interaction skills.
  • Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues.
  • Ability to work independently and very self-motivated.
  • Must display a history of achieving goals in a high-performance environment.
  • Excellent communication skills necessary to work effectively with a variety of individuals and organizations.
  • Advanced PC skills including Microsoft Excel, Word and PowerPoint.
  • Demonstrated experience in analysis and presentation of data with a high degree of attention to detail and accuracy of processes.
  • Comfortable in a fast dynamic environment with the ability to work in a disciplined manner and to remain composed under pressure.
  • Excellent documentation skills with the ability to create clear and concise content.
  • Strong analytical and problem solving skills.
  • Ability to find the answers to questions without waiting for answers to come to you.
  • Effective use of analysis techniques to drill into the details and ask relevant questions to create clarity.
  • Ability to analyze a problem and solution to see gaps and identify downstream impact of a change or new solution.
  • Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated.

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