Sr. Problem Manager
Location: Taguig City, Philippines?
This position is part of the NICE inContact Service Management and Operations team reporting to the Director, Problem & Change Management. The Sr. Problem Manager is responsible for investigating outage incidents in the production environment, facilitating root cause analysis and corrective action implementation. This also includes financial impact analysis of incidents and driving process and change to help protect the availability of the platform.
The Sr. Problem Manager is responsible for overseeing the Problem Management process for Operations. This position will be responsible for leadership of the Problem queue, ensuring that the underlying cause of incidents is addressed and driving operational stability. The Sr. Problem Manager is responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths and communication protocols. The candidate will perform post-mortems for high priority incidents with a focus on process improvement as well as technical resolution. This position works cross-functionally with our Operations, Services, R&D, and Voice teams. This position is also responsible for coaching and mentoring more junior problem management team members.
As a Sr. Problem Manager, a Typical Day Might Include the Following:
Manage Problem Management queue to address underlying cause for incidents and drive continued improvement in service availability.
Keep appropriate stakeholders up-to-date with latest information through timely and regular written and verbal communications.
Conduct technical research, analyze and evaluate existing systems (operating systems, architecture, database, hardware platforms, network) to drive investigation on any reported problem.
Martial the appropriate resources and serve as liaison between Operations Team and the infrastructure, development and business groups to resolve critical problems in the environment.
Drive continued improvement on problem management processes across geographically dispersed development and operations teams.
Drive continued improvement in system availability through problem identification and resolution.
Monitor KPIs that indicate effectiveness of the Incident / Problem Management process.
Keep knowledge up-to-date with technical architecture developments across the platform
Follow the company Code of Ethics and NICE inContact policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of NICE inContact.
To Land This Gig You'll Need:
Bachelor's Degree in Computer Science, Engineering or Business Administration or equivalent work experience required
7+ years of incident management experience
Strong background in the root cause analysis toolkit – KT diagrams, Ishikawa diagrams, 5 Whys, etc.
Strong documentation skills including written documentation and diagrams
Strong customer communication skills with the ability to communicate technical issues to non-technical customers; able to improvise and persuasively communicate ideas/positions on an ad hoc basis.
Proven skills at cultivating strong working relationships and driving collaboration across multiple business and technical teams.
Ability to organize resources across different teams to drive resolution of system critical issues.
Ability to apply technical analysis of application issues to solve customer reported problems.
Ability to work well within a team to learn and share knowledge.
Experience with different web platforms
Experience with web technologies (JavaScript, HTML / XML, Cookies, FTP / SFTP).
Experience working in a customer-centric environment.
Strong analytical, organizational, and problem-solving skills.
Broad and deep understanding of the complex roles that technology plays in business systems.
ITIL Foundations and/or Six Sigma certification
Even better if you have the following:
Software as a Service experience
Six Sigma Black Belt or Master Black Belt
Experience leading change in large organizations
Experience with telephony (PST & VOIP)
Knowledge of databases including SQL
Knowledge of telecommunications networks and OSI model
Experience debugging code written by other developers in production environments
Familiarity with ITIL, Foundations certificate a plus
ABOUT NICE inContact:NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
