SAP Lead Problem Manager 

Bulgaria, Burgas 

31630035

What we offer

continuous basis.

The GCS AlwaysOn Program Management covering the org-wide quality improvement steering and marketing thereof is also under the umbrella of the GCS Quality Office.

Responsibilities

•Managing and coordinating the root causes analysis incidents and defining the measures that contribute to the

overall improvement of IT operations and its processes.

•Plan, lead and control Problem Management with focus on prevention of Incidents.

•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 CBI, 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

•Coaching/mentoring and training of Problem Managers

•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, corrective measures tracking list)

•Providing regular KPI calculation and reporting results to senior and top management

•Co-designing of new KPIs

•6 years’ experience within the IT environment and processes

•4 years’ experience in management position

•Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM

Requirements

•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

•Advanced level of MS Excel usage

•Very detailed knowledge about ITIL v2 or v3 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

•University degree (or equivalent)

•English: B2 (written and spoken) is the minimum

•German: A1 – A2 (written and spoken) is an advantage

Our inclusion promise

Successful candidates might be required to undergo a background verification with an external vendor.

Information TechnologyRegular Full Time