-
ID
#8558614 -
Job type
Contract -
Salary
Negotiable -
Source
TSR Consulting Services, Inc. -
Date
2021-01-24 -
Deadline
2021-03-25
Service Delivery Manager - III
Pennsylvania, Philadelphia, 15201 Philadelphia USAVacancy expired!
TSR is a premier National U.S. Staffing company with over 50 years of staffing excellence.Our client, a leading Financial company is hiring a Lead Problem ManagerConsultant on contract basisLong term contractLead Problem ManagerRemote rolePhiladelphiaWe are looking for a hands-on problem manager capable of leading the problem management team. The Lead Problem Manager is responsible for working with customers, triaging and assigning new incidents, reviewing root cause and resolution findings, and ensuring adherence of the problem analysis process and escalation guidelines within the various support and delivery areas. The qualified candidate must be capable of performing problem management duties that cover both reactive root-cause analysis and proactive trend analysis within IT. Quickly identify issues and trends by taking a holistic view of the problem management function to understand the entire eco-system and focus not only on application defects, but also technical, infrastructure, process repeated problems in order to drive improvements in application stability and service reliability.Responsibilities
- Build and maintain strong relationships to ensure SLAs and service excellence are managed and maintained.
- Develop and mature existing problem Management process, expanding this to reach holistically across the entire eco-system.
- Focus on deep dive analysis into infrastructure and hosting operational Incidents impacting service availability.
- Maintain a proactive approach to operational and service issues with a focus on prevention rather than fix.
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.
- Take an active role in Major Incident Management to help drive understanding of underlying issues. This will also include participating in critical P-1 Incident Reviews and tracking follow-up actions for the Problem Management team.
- Provide a regular and clear status on the operational performance of all areas of the service, including internal SLA's, monitoring trends, and team performance.
Vacancy expired!