Problem Management Specialist (IT)

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Technical / Professional Expertise

Understanding of:
• Service and Helpdesk tools and processes practices
• Data Centre Products & Services
• Infrastructure Services (Office IT)
• Web, enterprise. ERP and consumer application services
• Key services support processes based on ITIL standards

Qualification / Experience:
• Experience in ITIL Management in general
• Very good knowledge of ITIL Problem Management
• Experience in moderation of meetings
• Experience in customer communications
• Fluency in English

For one of our clients, Vodafone Romania, one of the market leaders in the implementation of telecom infrastructures and one of the most experienced network developers with a history which starts back in the late 40’s, we are looking for a Problem Management Specialist (IT) with English.

Role Purpose:

• Responsible for adaptation of problem management on operational level

Essence of Role – Key Accountabilities

Impact on the business:
• Supports the reorganization and modification of problem management process
• Initiates measures of improvement towards ITIL Manager
• Assists in the continuous improvement of the processes
• Trains problem management process handling and interfaces
• Documents rules, working instructions and guidelines
• Adapts process requirements into ARS problem application

Customers, supplier and third parties:
• Opens, forwards, tracks and close problem tickets according to problem management process
• Coordinates and moderates necessary problem meetings in case of difficulties or team overall problems
• Ensures execution of cost and benefit evaluation of any problem
• Actively involved in the hierarchical escalation processes for Problems
• Supports the processing of measures for problem prevention
• Participates in on demand meetings with customer and vendors
• Checks finally the documentation of root cause, final solution and preventive measures
• Plans, tracks and tests ARS problem application adaption’s
• Guarantees SOX compliance
• Achievement of internal problem management KPI’s
• Performs Data analysis regarding Major Incidents and Problems
• Ensure that the Problem Management process is implemented and being followed by all involved process members
• Maintains, checks and improve the known error and solution database
• Analyse reports and statistics in order to derive improvements
• Arrange special reports

Leadership and teamwork:
• Cooperate in working groups and projects

Typical Outputs:
• Up to date Problem Process model
• SOX compliance
• KPI compliance
• Hierarchical escalation regarding VT IS Management
• Internal and external customer satisfaction
• Process conformal handling of all Problem Tickets
• Problem Reports
• Problem process related documentation (guidelines, working instructions, trainings material)