- Track and communicate progress of problem(s) to relevant parties.
- Review progress/results with technical teams and/or (senior) management.
- Maintain Known Error database.
- Problem management reporting and metrics.
- Meet with Problem Owner to review process and procedures.
- Accountable for the formal closure of all Problem records for their support area.
- Identifies and defines critical success factors, and KPIs.
- Reviews After Action Reports.
- Accountable for the resolution of operational problems and issues that impact service delivery in all service deliverables.
- Ensure operational effectiveness and efficiency of Problem Management process.
- Manage compliance of Service Provider Groups to Problem Management process.
- Proactive in identification of potential problems before incidents occur.
- Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/Fishbone, Failure Mode, and Effects Analysis [FMEA (Failure Mode and Effects Analysis).
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc.
- Assist work groups in prioritising workload to meet service level commitments.
- At least 5 years' experience in Problem Management.
- Deep understanding of Service Management best practices such as ITIL, particularly Service Transition, Service Operations and CSI Inquisitiveness understood as desire to seek the origin of the problem.
- Ability to associate information, analytical thinking.
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Problem Manager - Bertrange, Luxembourg - Proximus Luxembourg
Description
Problem Manager - A
About Proximus Luxembourg
Proximus Luxembourg is a leading historical player in the ICT & Telecoms markets. Proximus Luxembourg addresses both residential and business markets through its commercial brands Tango, Telindus and more recently Codit.
With PSF support status, the company has almost 750 employees. All these experts share a passion for digital technology, a spirit of openness and innovation, and a desire to simplify, connect and make their customers' personal and professional activities ever more secure.
Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures and 5G, as well as innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning and IoT.
Proximus Luxembourg is a subsidiary of the Proximus group (Euronext Brussels: PROX), provider of digital services and communication solutions operating in the Belgian and international markets.
Telindus Luxembourg – Share more than technologies
Telindus is a brand of Proximus Luxembourg.
Founded in 1979, Telindus Luxembourg accompanies all organizations in their digital transformation, by providing holistic ICT & Telecommunication solutions, as well as tailored support services. Its areas of expertise include Telecommunication Services, ICT Infrastructure, Multi-Cloud, Digital Finance Solutions, Cybersecurity, Business Applications, Managed Services and Training.
Always in search of innovation, Telindus works daily to boost the growth of its customers.
Job Content:
Responsibilities
Profile:
Skills
Our Offer:
A professional and stimulating work environment in the IT & telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.
Our company is an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.
If at the end of the process your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.
