E2E Problem Manager
Vor 6 Tagen
Job Summary:
The E2E Problem Manager will be responsible for monitoring systems and processes, shaping and executing the problem management processes, and contributing to the Continuous Improvement Process at Global Blue.
Key Responsibilities:
- Actively fulfill the problem management role by analyzing identified problems, following ITIL definition, correlating incidents, identifying patterns, and conducting root cause analysis in a holistic way across multiple application systems.
- Encourage cross-functional collaboration in the context of problem management and Continuous Improvement.
- Cultivate good relationships with stakeholders to ensure transparent and effective communication channels.
- Facilitate a platform for collaboration and joint root cause finding.
- Act as a mediator between conflicting or disagreeing parties.
- Develop and document the problem management process.
- Lead taskforces to eliminate severe problems.
- Report on identified risks.
- Manage the problem lifecycle.
Monitoring:
The E2E Problem Manager will serve as the subject-matter expert (SME) for monitoring systems and concepts at Global Blue.
- Collaborate with relevant departments or teams to develop and implement strategies for continuous improvement based on monitoring data and feedback.
- Develop and document monitoring concepts and advise peers on best practices.
Training:
The E2E Problem Manager will provide training and support to staff involved in data collection, analysis, and reporting, ensuring understanding of monitoring processes and tools.
- Undergo training as required for the role and defined by the manager.
Workload Management:
The E2E Problem Manager will manage their own workload using work management (JIRA) and ITSM tools (4ME).
- Discuss and accept tasks, initiatives, and projects.
Methodology:
The E2E Problem Manager will drive the use of existing collaboration, work management, and IT Service Management tools.
- Thrive for transparency in regard to team tasks and activities.
Functional:
The E2E Problem Manager will contribute to defining the application and infrastructure monitoring strategy together with key stakeholders.
- Develop required policies and procedures for the IMP realm.
- Take functional ownership of monitoring systems and concepts.
- Act as a driver for the Continuous Improvement process, investigating and identifying improvement potential.
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