SAP Senior Problem Manager 

Mexico, Nuevo León 

200215523

As a Senior Problem Manager within the, you will assist with the managmenet and coordination of the root causes analysis of (Major) incidents and defining the measures that contribute to the overall improvement of IT operations and its processes. Responsible for planning, leading, and controlling Problem Management with focus on prevention of Incidents.

EXPECTATIONS AND TASKS:

• Take over responsibility for problem management of Major and high impact Incidents
• Organize, structure and steer problem management calls with all necessary participants such as operations, service delivery management, technical experts and suppliers
• Conduct the Root Cause Analysis (RCA) and identify technical root cause
• Request official root cause statements from suppliers
• Obtain the agreed customer business impact, responsibility and final downtime from the service delivery management
• conducting quality assurance of the RCA documents and providing corresponding feedback
• Identify all possible improvements regarding processes, people, governance and platforms
• assuring that the necessary sustainable solutions with committed responsible persons and due dates are recorded;
• coaching/mentoring and training of Problem Coordinators
• Provide regular (daily) status updates on progress
• Request reproduction of incident situation from involved suppliers to identify technical root cause (if applicable)
• Responsible for overall incident reporting (Root Cause Overview, preventive measures tracking list)
• Providing regular KPI calculation and reporting results to senior and top management
• Co-designing of new KPIs

REQUIRED SKILLS, EDUCATION, COMPETENCIES:

• University degree (or equivalent)
• 5+ years’ experience within the IT environment and processes
• Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM
• Fluent English, both oral and written is mandatory
• First experience in large, complex and international projects
• Very good practical skills of project management methods
• ICT-Operations-Know-How (previous experience in technical positions)
• Practical knowledge of Quality Management and Problem Management
• Experience of organizing and leading teleconferences and meetings
• Analytical thinking
• Very detailed knowledge about ITIL especially about Service Operations INM, PRM, CHM
• Very detailed knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence Program, Quality-Tools)
• Excellent management, problem solving, communication, interpersonal, and organizational skills
• Excellent judgment, tact, and decision-making ability
• Excellent ability to work effectively with clients and other senior to top management personnel
• High degree of initiative, responsibility, reliability and proactive action
• Very structured and self-reliant way of working
• Very strong analytical skills required, pro-customer orientation on a high-level
• Very high degree of initiative, responsibility, reliability and proactive action

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