NICE Senior Problem Manager 

Philippines, Manila 

971576472

As a Sr. Problem Manager, a Typical Day Might Include the Following:

• Manage Problem Management queue to address underlying cause for incidents and drive continued improvement in service availability.
• Keep appropriate stakeholders up-to-date with latest information through timely and regular written and verbal communications.
• Conduct technical research, analyze and evaluate existing systems (operating systems, architecture, database, hardware platforms, network) to drive investigation on any reported problem.
• Martial the appropriate resources and serve as liaison between Operations Team and the infrastructure, development and business groups to resolve critical problems in the environment.
• Drive continued improvement on problem management processes across geographically dispersed development and operations teams.
• Drive continued improvement in system availability through problem identification and resolution.
• Monitor KPIs that indicate effectiveness of the Incident / Problem Management process.
• Keep knowledge up-to-date with technical architecture developments across the platform
• Follow the company Code of Ethics and NICE policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of NICE.

To Land This Gig You'll Need:

• Bachelor's Degree in Computer Science, Engineering or Business Administration or equivalent work experience required
• 7+ years of incident management experience
• Strong background in the root cause analysis toolkit – KT diagrams, Ishikawa diagrams, 5 Whys, etc.
• Strong documentation skills including written documentation and diagrams
• Strong customer communication skills with the ability to communicate technical issues to non-technical customers; able to improvise and persuasively communicate ideas/positions on an ad hoc basis.
• Proven skills at cultivating strong working relationships and driving collaboration across multiple business and technical teams.
• Ability to organize resources across different teams to drive resolution of system critical issues.
• Ability to apply technical analysis of application issues to solve customer reported problems.
• Ability to work well within a team to learn and share knowledge.
• Experience with different web platforms
• Experience with web technologies (JavaScript, HTML / XML, Cookies, FTP / SFTP).
• Experience working in a customer-centric environment.
• Strong analytical, organizational, and problem-solving skills.
• Broad and deep understanding of the complex roles that technology plays in business systems.
• ITIL Foundations and/or Six Sigma certification