Problem Manager

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*Problem Manager

Role Summary:

The Problem Management Team is a global function within the organization and responsible for identifying problems and driving them to resolution. The scope of Problem Management process applies to all GTT Services and technology platforms with a focus on the detected critical problems that have a significant impact on services or platform operations.

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

This position analyses 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.

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

Job Scope/Supervision:

This position works directly 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.

In this position it is also required to be able to communicate with the System owners and Senior Management.

Duties and 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 services availability.
• Work closely with technology and system owners to identify root cause of chronic issues and define areas of mitigation or improvement.
• 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 problems 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.

Location:

A) Sofia office

B) Home office with visits to the office up to twice a month