Manager - Problem Management
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Manager - Problem Management
Location: Kirkland, WA
What you get to do in this role:
We are seeking an experienced Manager to oversee our Problem Management team. You will play a key role as the company develops and implements the processes and technologies that will continue to enable us to provide the highest quality service to our rapidly growing customer base.
- Be able to lead critical, company-wide, highly visible risk mitigation projects
- Create and maintain execution plans, managing related processes including progress tracking, prioritization, risk mitigation, change management, documentation, and delivery
- Generate insights and storylines through translation of metrics and operational knowledge
- Define analytics solutions that are used to drive business decisions and execution
- Create, enhance, and scale cross-functional end-to-end processes for continuous improvement
- Solve and present complex problems in an understandable way to stakeholders, business leaders, and executives
- Leverage best practices and forward-thinking to ensure roadmaps are evolving to meet business demands
- Fill in the gaps, including hands-on work in gray areas, to enable program objectives
- Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization
In order to be successful in this role, we need someone who has:
- 5 years of experience and the ability to demonstrate an in-depth knowledge of Problem Management processes in a dynamic cloud service environment
- Strong understanding or experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS)
- Ability to effectively communicate within a team environment and across organizational levels to include co-workers, managers, and customers
- Outstanding communication skills, both written and verbal, and very strong interpersonal skills
- Attention to detail and the ability to communicate the right level of detail to the right audience
- Ability to work independently or with a team and multi-task in a fast-paced environment
- Self-starter with strong technical skills and ability to learn new technologies quickly
Desirable
- Have working knowledge and applied skills in ITIL, preferably ITIL v3, Change, Incident and Problem Management
- Use of query and report generating logic or MS Excel experience for data research and analysis tasks
- Bachelor’s degree in technical field or related discipline
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