Position DescriptionVantage is seeking a resourceful, detail-oriented, and self-motivated Problem Manager to drive our Operational Excellence initiatives, with a primary focus on leading and improving all aspects of the Problem Management process across the region. The Problem Manager will play a crucial role in the region, being accountable for the end-to-end Problem Management capability across EMEA. Working closely with cross-functional teams across the organisation to identify, analyze, and permanently eliminate recurring Incidents, systemic failures, and latent operational risks, ensuring the long-term stability and reliability of our services.As ourfacilitate root cause analysis, and help implement preventive measures to reduce operational risks and minimize future Incidents. You will also play an active role in ensuring our internal tools and processes are effectively utilized to support high-quality Problem resolution, establishing and nurturing strong working relationships with internal Vantage teams key advocate for the Problem Management discipline, you will champion best practices, Key Responsibilities Own and ensure compliance with the Problem Management process, standards, and governance across EMEAAnalyze and communicate the influence of new policies, procedures, or regulations on the current Problem Management processOversee and manage the end-to-end Problem Management process, ensuring timely and thorough investigation of problems and implementation of solutionsProvide training to other teams regarding Problem Management processesAct as the regional lead for Problem Management within the global Digital Operations Management Office team, identifying system enhancement options and promoting them with your peers in the APAC and NAOwn the definition, prioritization and UAT testing of Problem Management enhancements within the region Act as a subject matter expert (SME) on Problem Management, supporting training, awareness, and continuous improvement efforts across teams Experience and Skills Experience in performing a Problem, Incident, or Reliability Management associated role within a mission-critical environmentExperience of using ServiceNow or an equivalent platform in an enterprise level environmentPrior experience of working within an ITIL based Service Management environmentITIL certification, or a commitment to achieve ITIL certification relevant to the roleExperience of working in a datacentre, high-tech, or rapid growth industry Strong analytical, communication, and stakeholder management skills Problem-solving skills to troubleshoot and resolve issues, experience or certification in recognized analytical methods such as Lean Six Sigma, Kepner-Tregoe or Ishikawa is highly desirable but not essential Excellent verbal and written communication skills Strong organizational skills and attention to detail
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