Director of IT Problem Management

Request Technology - Anthony Honquest
170000.00 - 220000.00 USD Annual + Bonus
15 Apr 2019
29 Apr 2019
Information Technology
Contract Type

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


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

10+ to 15 years experience
Seniority Level - Director
Management Experience Required - Yes
Minimum Education - Bachelor's Degree
Willingness to Travel - Never


Experience running a Problem Management Group