NICE Senior Problem Manager 

Philippines, Manila 

554232103

How will you make an impact?

• Manage the Problem Management queue to address underlying causes of incidents and drive service availability improvement.
• Keep stakeholders informed through timely written and verbal communications.
• Conduct technical research and analyze existing systems to investigate reported problems.
• Serve as a liaison between Operations Team and infrastructure, development, and business groups to resolve critical issues.
• Drive improvement in problem management processes across geographically dispersed teams.
• Identify and resolve system availability issues.
• Monitor KPIs for Incident/Problem Management process effectiveness.
• Stay updated on technical architecture developments and adhere to company Code of Ethics and policies, communicating effectively with customers.

Have you got what it takes?

• Bachelor's Degree in Computer Science, Engineering, or Business Administration, or equivalent work experience required.
• 7+ years of incident management experience.
• Strong background in root cause analysis tools such as KT diagrams, Ishikawa diagrams, and 5 Whys.
• Strong documentation skills, including written documentation and diagrams.
• Excellent customer communication skills, capable of explaining technical issues to non-technical customers persuasively.
• Proven ability to build strong working relationships and drive collaboration across multiple business and technical teams.
• Ability to organize resources across different teams to resolve critical system issues.
• Experience applying technical analysis to solve customer-reported problems, with knowledge sharing capabilities in a team environment.
• Experience with web platforms and technologies (JavaScript, HTML/XML, Cookies, FTP/SFTP), familiarity with ITIL Foundations and/or Six Sigma certification, and strong analytical, organizational, and problem-solving skills .

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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