Overview

Responsibilities:

  • Lead Problem Management function within Service Management Unit based on ITIL best practices;
  • Own and manage the lifecycle of all problems;
  • Identify, develop and implement Problem Management with full scope;
  • Identify and develop policy and procedure initiatives together with the Business Process Management team addressing the proper implementation of Problem Management within organization;
  • Collaborate with immediate stakeholders to validate problems, identify possible workarounds, align problem resolution timelines and drive the resolution process to the final elimination of the problem;
  • Identify and implement problem categorization and prioritization schemes to be used by Problem Management function;
  • Active participation in Problem Diagnosis and Resolution processes;
  • Establish and maintain a Known-Error and Workarounds database;
  • Review and control problem closures;
  • Initiate periodic review sessions with key stakeholders for major problems;
  • Compile reports on a daily, weekly and monthly basis;
  • Keep up to date with all the changes in products and services offered by the company;
  • Collaborate actively with Incident Management Team for continuous improvement and incident prevention;
  • Act as the main point of contact for key stakeholders in problem resolution (IT, Technical, Product Development teams);
  • Provide the team with leadership and direction in the execution of their duties;
  • Establish targets and KPIs for problem management team;
  • Other duties as assigned by the direct manager

Required Qualifications:

  • Bachelor’s degree (preferably in a related field)
  • Experience/understanding of ITIL
  • At least 2 years of work experience out of which 1 year should be in the field of IT, Project Management or Consulting
  • Fluency in Armenian, Russian and English languages
  • Development and IT related knowledge is an advantage
  • Fluency in MS Office and knowledge of JIRA Software
  • Knowledge of Project Management principles
  • Skills and experience of process implementation is desirable
  • Reporting and analytical skills, knowledge of reporting software
  • High sense of responsibility
  • Hardworking, initiative and flexible personality
  • Excellent interpersonal and communication skills
  • Ability to work under high pressure
  • Ability to prioritize and multi-task
  • Passion, drive and motivation to learn new skills and knowledge
  • Experience in managing multiple projects simultaneously

 

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