As a Problem Manager, you will be involved in client interactions to ensure a continuous flow of information and communication between affected parties with the purpose of minimizing the impacts of incidents. By identifying the root cause of the problem you are able to prioritize and assign the right resources to mitigate the risk of the problem occurring again. Your main purpose is to analyze and understand if the root cause of the problem is related to the product with the aim to create a knowledge base to maintain the information about known errors and workarounds.
A large amount of time will be spent in direct interaction with the client to understand issues or problems related to what the support and development team has performed in the client environment. By investigating the problem and documenting the solution you will work proactively to educate the client 1st line support on problems that occur. You will produce materials like reports, presentations, and trend analyses for both client and internal use.
You will also assist the Incident process with escalations and coordination during Major Incidents. You can both be the escalation point and escalator. This might happen outside of regular office hours.
Your mission is to prevent incidents from happening by identifying, prioritizing and assigning responsibility for problems and managing them through the process to solution. The purpose is to improve the quality of services and solutions and in an efficient manner allocate resources to fix problems and educate stakeholders, internal and external, on how we prevent future lapses in functionality of the solution.
- Take the lead to solve the problem and create a workaround with input from the support and development team.
- Report and prioritize incidents found.
- Performs root cause analysis and produces reports, internal and external within the problem process.
- Supporting Management and Development by ensuring quality and continual improvement in the Problem process.
- Produce and carry out training for internal/external groups
- Participate in Continual Service Improvement (CSI)
- Escalation of risks and issues to the Problem manager team leader
- Identify and assist with planning and execution of Problem Management process improvements
- Coaching of the incident team for keeping the SLA service levels, internal KPI
- Customer meetings
- Participates in the major incident process
Who are you?
- A coordinator – The Problem Managers should understand the knowledge and skills within specific solutions to determine which specialist to engage on a problem. As Problem Manager you will coordinate all aspects of problem diagnosis and resolution.
- A communicator – The problem manager maintains an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress. You will also function as the main point of contact for clients when a problem occurs as well as interacting internally to identify how we can mitigate future risks.
- Accountability – The problem manager should be a key resource to manage problems and facilitate data collection for investigation and analysis. Aiming to provide a workaround and drive a long-term fix for the issue or problem and ensure that the solution is investigated at the same time as the incident team is trying to resolve the immediate impact.
Skills and experience
- University degree in computer science, engineering or equivalent working experience from a similar role
- Experience from working in 2nd line or 3rd line support
- Fluent in spoken and written English
- Fluent in spoken and written Swedish
- Knowledge in SQL
- Knowledge of ITIL
- Previous experience of working in technical environments
- Previous experience in working with incident/problem management
It is also meritorious if you have
- Experience of role within QA, Test support or as requirement manager
- Experience as Software Engineer
- Experience of project work
- Knowledge of Agile methodology
- Experience of Linux
- Experience in Jira
- Experience of Service Now
- Knowledge of the pharma domain
- Experience from larger software development projects