E2E Problem Manager Porto

E2E Problem Manager
Porto
Porto, Porto District, Portugal

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The holder of the position is responsible for monitoring systems and processes, shaping and executing the problem management processes, and contributing to the Continuous Improvement Process.

Responsibilities:

• Actively fulfills problem management role by analyzing identified problems, following ITIL definition, correlating incidents, identifying patterns, and including root cause analysis in a holistic way across multiple application systems.
• Encourages
  - functional collaboration in the context of problem management and Continuous Improvement.
• Cultivates good relationships with stakeholders to ensure transparent and effective communication channels.
• Facilitates a platform for collaboration and joint root cause finding.
• Acts as mediator between conflicting or disagreeing parties.
• Develops and documents the problem management process.
• Leads taskforces to eliminate severe problems.
• Reports on identified risks.
• Manages the problem lifecycle.

Monitoring:

• Acts as the
  - matter expert (SME) for monitoring systems and concepts at Global Blue.
• Collaborates with relevant departments or teams to develop and implement strategies for continuous improvement based on monitoring data and feedback.
• Develops and documents monitoring concepts and advises peers on best practices.

Training:

• Provides training and support to staff involved in data collection, analysis, and reporting, ensuring understanding of monitoring processes and tools.
• Undergoes training as required for the role, as defined by the manager.
• Manages own workload using work management (JIRA) and ITSM tools (4ME).
• Discusses and accepts tasks, initiatives, and projects.

Methodology:

• Drives the use of existing collaboration, work management, and IT Service Management tools.
• Strives for transparency in regard to team tasks and activities.

Functional:

• Helps to define the application and infrastructure monitoring strategy together with key stakeholders.
• Contributes to developing required policies and procedures for the IMP realm.
• Takes functional ownership of monitoring systems and concepts.
• Acts as a driver for the Continuous Improvement process, investigating and identifying improvement potential.

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