Problem Manager

The Problem Manager (PM) is accountable for reducing the likelihood & impact of incidents by identifying actual and potential causes of incidents and managing workarounds & known errors.

Key Responsibilities

• Reacting to issues which already occurred to mitigate and provide permanent and preventive actions.
• Using Trend Analysis to identify the recurring issues that happened 3 or more times within 30 days and prevent it and create chronic incidents for it
• Provide a full root cause analysis document that dig deep into the cause of the critical issues and prevent it from reoccurring
• Identify the sites with network availability less than a certain threshold (agreed with the customer) and address the issues causing the SLA breach.
• Avoiding issues from occurring by predicting and eliminating the risks.
• Perform Trend Analysis using the 95th percentile methodology to identify the sites with capacity issues & recommend solutions to the customer.
• Predict the risk and issues before occurring using the Data Analytics via tools such as DNA, SNOW, Orion, etc.. and avoid severe impact.
• Continuous improvement activities like updating the known error database ( KEDB ) , doing capacity predictive analysis , carrier analysis and correlation .
• Increase of problem management savings and efficiency

Education & Experience

• Degree level or equivalent, preferably in Business or Science (e.g., Telecommunications, IT, or related field).
• 3+ years of experience in customer support / service management roles, preferably in the telecommunication or ICT industry.
• ITIL Foundation certification is a must.
• Experience in Customer Service and Project Management.
• Experience in leading or coordinating virtual teams.

Technical Skills

• Good technical knowledge of Networks, IT Services, Mobility, Voice and/or integration solutions and technologies.
• Familiarity with ITIL processes (Incident, Problem, Change, Service Level Management).
• Ability to understand technical and performance data and translate it into clear, customer-friendly communication.

Soft Skills

• Excellent communication, negotiation, presentation, and organization skills.
• Fully empowered and confident to coordinate all entities involved in the technical performance of our solutions.
• Able to work independently with initiative, ownership, and proactivity.
• Able to work well under pressure and handle escalations calmly, professionally, and competently.
• Strong customer orientation and a continuous improvement mindset.
• Fluent in spoken and written English; additional languages are an asset.