Description:

Service Program: Platform for Growth - Problem Management - Metrics and Reporting Lead

Job Detail
The goal of Problem Management is to minimize the impact of incidents and problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of incidents and then initiate actions to improve or correct the situation. The Metrics and Reporting Lead will develop and continuously improve the Problem Management metrics scorecards by consolidating, enhancing and automating existing reports. The responsibilities of the Metrics and Reporting Lead include, but are not limited to:Analysis and understand problem management findings, evolve best practices and learnings, and understand trends to focus GTS teams on areas of improvement
Define the key process indicators including performance measures, KPI's, underlying metrics, threshold values, and their potential data sources
Develop and implement measurement, metrics, and reporting strategy for each area in Problem Management
Develop a high-level plan and requirements for automation of data collection and reporting for metrics wherever possible
Create dashboards, periodic reports, and green/yellow/red status on key indicators to facilitate business monitoring and decision making
Oversee collaboration with production support, development teams and technology infrastructure partners within organizational scope of responsibility to facilitate a standardized end-to-end problem management metrics reporting process
Identify new metrics, or analyze metrics, to highlight new ways to tackle problems
Develop and present findings and next steps to executive stakeholders
Develop scorecard to evaluate the success of the Problem Management workstream
Participate in Problem Management, Incident Management and Production Support related forums
Develop and publish Problem Management best practices
Review and approve problem management process documentation

Possible Position Locations: New York City, NY

Specifications / Qualifications:
Specifications / Qualifications
The ideal candidate will have the following attributes
A proven track record with at least 10 years of analytic skills in identifying a problem and recommending solutions based on data collected
Advanced degree in a quantitative related area (e.g. computer science, economics, engineering, statistics) preferred
Knowledge of database development, data warehousing tools, and reporting solutions (Business Objects, Cognos, SAS etc)
Experience managing a large matrix organization
Experience within global, multi-region initiatives and teams
An understanding of current PMO standards
Flexibility required due to the time zone constraints of a Global Program
Experience with MS Office and MS Project
Experience with Application Development projects
Experience with Operations projects
Excellent written and verbal communication skills
Experience with financial transaction services product desired
PMP, Six Sigma and ITIL Certification desired

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