Problem Manager (Work From Home)

Quantrics Enterprises Inc.


Date: 4 hours ago
City: Remote
Contract type: Full time
Remote
Specific Duties And Responsibilities

  • Prime resource for pricing and offer challenges and problem management
  • Bring different team business and support teams together to work and resolve the issue for customers
  • Lead various business units to ensure that investigations on various Pricing and offer challenges are reviewed, and progress is being made to ensure closure
  • Ensure Root Cause Analysis (RCA) is performed where applicable and work with the business/IT units to apply fixes and processes to eliminate challenges in the future
  • Lead weekly RCA meetings
  • Track all open or closed items and report the status of all escalations and plans to prevent issues in the future
  • Identify and report any risks to Senior Leaders related to roadblocks, funding, and priorities

COMPETENCIES

Core Competencies (Must-have Competencies)

  • 3 to 5 years of experience running multiple investigation concurrently and organize all the data to ensure progress is being made
  • 3 to 5 years of experience explaining and communicating complex technical issues to a variety of stakeholders, including technical teams, users, and vendors
  • 3 to 5 years of experience analyzing data and metrics in real-time to identify trends and root causes
  • 3 to 5 years of experience performing and analyzing Root Cause Analysis (RCA) and creating resolutions for incidents or problems
  • 3 to 5 years of experience using ServiceNow tool.

Complementary Competencies

  • Proficient knowledge with Information Technology Infrastructure Library (ITIL)
  • Proven experience in Problem Management, Incident Management, or IT service management
  • Excellent communication skills, with the ability to present technical findings to non-technical stakeholders
  • Proficiency with ITSM tools (e.g., ServiceNow, Jira)
  • Strong analytical and critical thinking skills

Qualifications

Work Conditions

  • Work From Home Set-up
  • Amenable to work on night shift – 8 PM to 5 AM MNL

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