Director of IT Problem Management
- Employer
- Request Technology - Anthony Honquest
- Location
- Virginia
- Salary
- 170000.00 - 220000.00 USD Annual + Bonus
- Closing date
- 22 Apr 2019
View more
- Sector
- Telecoms / Utilities
- Responsibilities
- Information Technology
- Position/Level
- Director
- Contract Type
- Permanent
- Language
- English
Director of IT Problem Management
McLean, VA
$170-220K +Bonus
The Director for Problem Management performs a critical function within the Information Technology (IT) organization. Problem Management's primary objectives are to manage teams that identify root cause for recent business impacting IT events and ensure that actions are taken to address or remediate the cause and underlying contributing factors across the various Information Technology functional areas with the intent to reduce operational risk, improve efficiencies and effectiveness, and minimize future impact. The successful candidate must have a firm understanding of ITIL processes and a wide range of IT knowledge which spans multiple IT disciplines. The candidate must be able to collect, analyze and synthesize data into actionable information. This position is highly collaborative and the candidate must be persuasive as well as reserved as it works closely with and communicates to all levels and functions within the IT organization.
Primary Responsibilities:
Follow established processes & procedures to capture, assess, report and disseminate Problem Management metrics
Identify Key Performance and Key Risk Indicators and associated metrics to measure IT effectiveness in mitigating IT Risk
Follow established processes, procedures & SLAs to identify, implement and document analysis of Production impacted events
Responsible for contributing to the development/improvement of processes/procedures related to proactive problem management
Identify trends and potential problem sources by analysing incident records, change records, and other data sources with the objective of preventing incidents and problems
Review existing incident, problem and Change events to identify opportunities for improvements that reduce risk and impact to the business
Provide guidance to problem management staff
Design, produce and distribute reports as required
Collaboration
Coordinate, plan and escalate the development of service improvement opportunities to address high risk and/or high impact events affecting the Production environment
Organize and facilitate meetings with all levels of stakeholders
Coordinate with Problem Management for analysis of root cause, contributing factors and problem remediation tasks
Present to different audiences and adjust accordingly. (business, technical and management) either structured presentations or ad-hoc
Establish and maintain business relationships with individual contributors as well as management
Change Agent:
Seek technology and tools change that improves trending analysis processes
Contribute to the enhancement of technology development of standards, tools and processes
Qualifications College degree or equivalent experience, advanced studies/degree preferred
Minimum 8-10 years IT experience
4+ years of analytical experience
Must conform to standards, policies and requirements, while seeking improvement opportunities
Good interpersonal skills
Highly organized and motivated to make a difference
Understanding of ITIL3 with an emphasis on Incident Management, Problem Management, Change Management, and operational analysis and design
Proficient with MS Office (Word, PowerPoint, Excel, Outlook)
Solid problem solving, analytical, and logic skills
Negotiation skills and the ability to influence others
Excellent verbal, written and listening communication skills
Key to success in this role
Ability to work & collaborate effectively in a team environment
Ability to communicate clearly, effectively and persuasively with stakeholders
Motivated to learn and identify process improvements and efficiencies
Ability to adapt to change while continuing to deliver on assigned objectives
Strong verbal and written communication skills
Top 3 Personal Competencies to possess
Drive for Execution - Be accountable for strong individual and team performance
Partnership - Build trust and strong partnerships through your own and team's actions
Growth and Development - Know or learn what is needed to deliver results and successfully compete
Preferred Skills ServiceNow Experience
Knowledge of Finance Industry
CANDIDATE DETAILS
10+ to 15 years experience
Seniority Level - Director
Management Experience Required - Yes
Minimum Education - Bachelor's Degree
Willingness to Travel - Never
IDEAL CANDIDATE
Experience running a Problem Management Group
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