Description:

Service Quality Program: Problem Management - Case Manager

Job Detail
A Case Manager for the Service Quality Program will oversee the governance and execution of problem management process for incidents that occur in the GTS environment. These responsibilities include, but are not limited to:Collaborate with production support, development teams and technology infrastructure partners within organizational scope of responsibility to facilitate a standardized end-to-end problem management process
Champion and provide consulting on implementation and adjustments to the Problem Management paradigm
Produce and maintain problem management process documentation
Identify and track problems that will be discussed at various constituent forums
Ensure that corrective action plans address the Source (root cause) and Cause (preventable contributing cause) of the problem
Ensure that all stakeholders concur with problem resolution
Ensure that the solution is accurately tested
Actively participate in management forums for approval and tracking of corrective action plans
Produce manager 'report cards' on the effectiveness of problem management efforts
Participate in Problem Management, Incident Management and Production Support related forums
Identify corrective actions that are candidates for strategic remediation efforts
Improve the quality of data in the Problem Management system of record
Develop and publish Problem Management best practices
Identify hurdles and remediation to scaling up the Problem Management effort
Identify, support and track cross-sector accountability in corrective action plans
Produce metrics to show effectiveness of the Problem Management effort
Identify new metrics, or analyze metrics, to highlight new ways to tackle problems

Possible Position Locations: New York City, NY

Specifications / Qualifications:
Specifications / Qualifications
The ideal candidate will have the following attributesA proven track record with at least 7 years of Technology, Operations or Project Management experience related to critical franchise applications or infrastructure of a Fortune 500 company, preferable financial services
Experience with Application Development and/or Production Support of enterprise applications or infrastructure
Experience working within a global matrix organization structure
Experience with Incident-/Problem Management tools such as BMC Remedy Service Desk
Experience with facilitating large change initiatives
Excellent written and verbal communication skills
Preferable relevant Certifications such as ITIL, PMP or Quality Management (Six Sigma, Lean, CMM)

Profile:

Job Function Technology
Location New York, NY, US

US-NJ-Jersey City

Employee Status - Full-time

Education Level - Bachelor's Degree

Shift - Day Job

Employee Type - Regular

Exempt Status - Exempt

Travel - No