Problem Manager - Contract - W2 Only - St. Louis, MO, Philadelphia, PA, or Bloomfield, CT.
Salary undisclosed
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Problem Manager
This is a W-2 position only (no staffing agencies or contractors). Candidates must currently reside in the U.S.
Remote position - Preference for candidates who can come onsite during the training period. Candidates must be local to St. Louis, MO, Philadelphia, PA, or Bloomfield, CT.
Core hours: 8 a.m. - 5 p.m. EST.
Duties
This role is for a Problem Manager on the client's Global Problem Management Team. You will work closely with senior management and technical SMEs and have the authority to escalate requests to reduce risk as quickly as possible. The position involves direct oversight of critical problems (i.e., problems related to critical managed incidents) within the Problem Management process, which includes root cause identification, elimination, monitoring, alerting, escalation, and testing to prevent repeat incidents.
You will empower resources involved in Problem Management by removing roadblocks and engaging management to facilitate task completion. Additional responsibilities include assigning resources to resolve Problem tickets and managing those resources, driving short-term stability actions to reduce the risk of recurrence, and working relentlessly to identify and resolve complex issues.
You Will Also
Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.
Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.
Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.
iTech Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.
This is a W-2 position only (no staffing agencies or contractors). Candidates must currently reside in the U.S.
Remote position - Preference for candidates who can come onsite during the training period. Candidates must be local to St. Louis, MO, Philadelphia, PA, or Bloomfield, CT.
Core hours: 8 a.m. - 5 p.m. EST.
Duties
This role is for a Problem Manager on the client's Global Problem Management Team. You will work closely with senior management and technical SMEs and have the authority to escalate requests to reduce risk as quickly as possible. The position involves direct oversight of critical problems (i.e., problems related to critical managed incidents) within the Problem Management process, which includes root cause identification, elimination, monitoring, alerting, escalation, and testing to prevent repeat incidents.
You will empower resources involved in Problem Management by removing roadblocks and engaging management to facilitate task completion. Additional responsibilities include assigning resources to resolve Problem tickets and managing those resources, driving short-term stability actions to reduce the risk of recurrence, and working relentlessly to identify and resolve complex issues.
You Will Also
- Liaise with problem resolution teams to ensure timely resolution within service level targets.
- Collaborate with suppliers and contractors to ensure third-party obligations are met in resolving problems and providing necessary information.
- Arrange, document, and coordinate follow-up activities for major problem reviews.
- Build strong relationships with service managers and production support leads, becoming familiar with relevant applications and services.
- Interface comfortably with senior management, presenting critical problems during daily and weekly reviews.
- Ensure Problem ticket data accuracy, analyzing trends and themes, and providing recommendations for action.
- Use strong facilitation skills to expedite root cause identification and resolution.
- Demonstrate excellent influencing and negotiation skills to lead matrixed teams.
- Exhibit both technical and organizational agility to assist in problem task completion and escalations as needed.
- 2-4 years of progressive, hands-on ITIL experience (Foundations Certification preferred)
- Exposure to project management and agile methodologies
- 1-2 years as an ITIL Process SME in Incident, Problem, Availability, or Change Management
- Demonstrated cross-organizational leadership experience
- Strong understanding of drivers for business event readiness (e.g., 1/1 Readiness)
- Familiarity with data visualization and reporting tools (ServiceNow, Tableau)
- Previous experience with technical support in applications or infrastructure preferred
- BA/BS degree or higher in Computer Science or a related field preferred
- ITIL certifications preferred
- Project management and agile certifications preferred
Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.
Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.
Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.
iTech Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.
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