Problem Manager, Infrastructure, ITIL, Cloud Intralinks
Waltham, MA

Job Description

Technical Problem Manager

As the Technical Problem Manager, your primary responsibility is to lead cross functional teams to track problems within our infrastructure technology and product, and identify areas of opportunity to improve the quality of product and service by applying preventative measures. We are looking for a passionate leader and problem solver. The successful candidate will build excellent working relationships with multiple teams, empower his/her team to ensure identification, closure, prevention and root cause of problems are found in a timely manner. All aspects of the work will be well structured and conducted utilizing ITIL practices adapted for service offerings.

Primary Duties and Responsibilities:

* Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
* Prepare statistics, KPI and trend reports for use in the problem management process
* Identify problems through the review and focus on optimizing processes
* Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
* Coordinate, convene and facilitate major incident and problem review meetings
* Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
* Create and deliver external content regarding service disruptions
* Ensure that the problem management information reflects accurate errors and is complete
* Manage and maintain information stored in the problem database
* Maintain a comprehensive understanding of all aspects of product delivery and operations
* Maintains inventory of problems under analysis and their current progress and status

Required Qualifications/Skills:

* Minimum of 5 years of experience in providing complex SaaS customer support, management, and/or supervision
* ITIL certification or 3 years of working experience as a Problem Manager
* Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
* Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT Professionals, Developers, and Architects
* Ability to navigate and translate complex issues and create collaborative, cross-functional solutions
* High degree of organizational skills
* Cloud and Colo experience
* Experience/knowledge in core technology
* Cloud
* Database
* Network
* VMware
* Linux/MS OS
* Security principles