At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Oversees the Problem Management process, efficiently coordinating activities to promptly address recurring issues. Initiates investigations, classifies and prioritizes issues, documents root causes, analyzes potential solutions, assesses their impact, and recommends the optimal course of action for a permanent problem resolution. Roles And Responsibilities Proactive Problem Identification and Prevention Analyze incident trends and identify recurring issues. Develop proactive plans to prevent incidents before they occur. Implement early warning systems to detect potential problems. Conduct risk assessments of new technologies and processes. Expected Outcome: Reduced number of incidents, improved service, minimized financial impact and rework Problem Investigation and Resolution Investigate the root cause of recurring issues including who, what, when, where, why, and how it originated, going beyond surface-level symptoms. Identify and document temporary workarounds to mitigate impact. Design permanent solutions to resolve problems. Oversee the implementation and testing of new solutions, ensuring they effectively address the identified issues. Track the impact of implemented solutions, measuring their effectiveness in reducing recurrences and improving L2A efficiency. Document knowledge gained during issue analysis and resolution for future reference and training purposes. Share insights and best practices with relevant teams to prevent similar issues from arising Expected Outcome: Faster resolution of incidents, reduced repeat incidents, improved service quality. Continuous Improvement Review and improve the Problem Management process. Measure and report on the performance of Problem Management. Identify and implement best practices in Problem Management. Collaborate with other departments to ensure alignment. Expected Outcome: Continuously improving problem management effectiveness, increasing efficiency and reducing costs. Additional Responsibilities Maintain problem records and knowledge base. Communicate problem information to stakeholders. Escalate critical problems to appropriate stakeholders Qualifications Minimum: 5 years of experience in IT Operations or Technical Support, with at least 2 years in a problem management role (expert track). Preferred: 7+ years of experience, including some managerial experience leading a team responsible for incident or problem management, and collaborating with cross-functional teams. In-depth knowledge of industry best practices and frameworks related to problem management, such as ITIL (Information Technology Infrastructure Library). Prior experience in industries with complex IT infrastructures, such as finance, healthcare, or technology, is highly desirable. Familiarity with the specific challenges and regulatory requirements of the industry in which the organization operates. Experience in a fast-paced, high-volume environment essential. Proficiency in data analysis and reporting tools. Excellent communication, collaboration, and problem-solving skills. Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field preferred. Relevant certifications, such as ITIL v4 Foundation, ITIL Specialist: Problem Management, Six Sigma Green Belt, or equivalent, are a plus. Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
