Problem Management Team Lead in Bucuresti

Your day to day:The Problem Management Team Lead will have dual accountabilities: - Leading, guiding, inspiring & motivating the Problem Management Team towards achieving common performance goals and individual development; ensure continual improvement & transformation based strategic directions and business innovation - Managing ITIL Problem Tickets by engagement, coordination and assistance of technical teams; ensuring outstanding stakeholder management and co-create value based on customer’s priorities and challenges through continuous improvement projects With these activities you will have a great impact on our business:• Accountable for proper management of problem records, related to IT applications and systems, in BMC Remedy database, creates, maintains, verifies and improves the known error database and solution database.• Supports the analysis of the technical issues encountered in the Incidents and the identification of the technical teams that need to be involved in the problem analysis and resolution• Assists the core team of technical members by using the Problem Solving Techniques for identifying the root cause and solutions (hardware / software / process) and supports with the follow-up of the technical implementation and the results of the performed hardware/software/process changes• Accountable for identification, documentation and communication of the Problem Report with problem description, root cause analysis, technical solution for fixing and preventing future potential problems in IT applications and systems.• Creates reports to measure the key performance indicators (KPIs) in regards to problem management and quality of IT applications and systems; analyze reports and statistics to determine the proactive measures required (proactive problem management)• Initiates continuous measures to improve the problem management process & other processes within organization. Guarantees SOX compliance• Lead, manage, inspire and motivate the team in providing outstanding services, meeting KPIs and delivering continuous improvement across customers, services & processes• Ensure high performance of the team by organizing team activities, setting, monitoring and evaluating specific objectives• Ensure team and individual development based on continuous transformation and evolution.With these skills you are a great candidate:• At least 5 years experience working in an IT environment• People management skills• Continuous learning mindset• Experience in leading teams / projects within an international IT environment• ITIL Knowledge & background – particularly ITIL Problem / Incident / Change Management• Continuous improvement mindset & background• Ability to coordinate and moderate sessions with technical teams needed to solve problems / defects in applications and IT systems• management of customer, handling operational escalations and development of improvement plans• Identify customer needs and deliver solutions proposed for improving applications• ITIL framework (ITIL V4 certification or applied knowledge is a plus)• Overview infrastructure & applications operations knowledge• Lean and Six Sigma (certification or applied knowledge)Sounds like the perfect job? We’ve got even more to offer:Work from home Medical and dental servicesLife insuranceDedicated employee phone subscriptionSpecial discounts for gyms and retailersAnnual Company BonusOngoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skillsYou get to work with tried and trusted web-technologyGetting in on the ground floor of and technology changing companyFlexible Vacation – Take time off when you need it, we trust you :)#_VOIS


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