IT Problem Investigations Manager
We are seeking a highly motivated and analytical ITIL Problem Manager to join our team and play a crucial role in ensuring the stability and reliability of our IT services.
You will be responsible for managing IT problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Analyze and report IT incident trend data to identify and eliminate root causes, initiate action to fix potential interruptions to service identified during proactive analysis, produce reports to demonstrate where repeat incidents are occurring across the organization, diagnose whether new incidents are related to known errors or existing problems. Provide process improvements and efficiencies aimed at minimizing operational risk and improving overall service quality identifying, analyzing, and resolving the root causes of IT problems, preventing recurring incidents, and implementing improvements to enhance service quality and efficiency.
This is an opportunity for an experienced problem-solver with a strong understanding of ITIL best practices to contribute significantly to our organization.
Responsibilities:
- Lead the identification, analysis, and resolution of IT problems, ensuring they are documented and tracked effectively.
- Conduct root cause analysis (RCA) to determine the underlying cause of problems and develop comprehensive solutions to prevent recurrence.
- Collaborate with other IT teams, including Incident Management, Change Management, and Configuration Management, to ensure a holistic approach to problem resolution.
- Design, implement and maintain problem management processes aligned with ITIL best practices.
- Track problem trends and analyze service performance data to identify potential issues and proactively prevent problems from occurring.
- Develop and implement knowledge base articles and best practices to improve problem resolution efficiency.
- Communicate effectively with stakeholders, including senior management, to keep them informed of problem progress and resolutions.
- Engage with vendors and/or IT service owners to track, manage, and resolve service impacting trends including measurements against agreed to SLAs.
- Participate in continuous improvement initiatives to enhance the effectiveness of the problem management process.
Qualifications:
- Minimum 3-5 years of experience in IT problem management or a related role.
- Proven understanding of ITIL principles and practices, particularly Problem Management.
- Strong analytical and problem-solving skills with the ability to identify and diagnose complex technical issues.
- Strong understanding the Microsoft Azure and Microsoft M365.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
- Demonstrated ability to document and track information clearly and concisely.
- Proficiency in IT ticketing systems (ServiceNow preferred) and problem management tools.
- Experience with data analysis tools (PowerBI preferred) and reporting techniques is a plus.
King & Spalding LLP (K&S) is committed to providing equal employment opportunity to all applicants and employees in full compliance with all state, federal, and local laws prohibiting discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability or any other status protected by applicable law.