Problem Manager at Digitain in Yerevan, Yerevan, Armenia

Description

Digitain is looking for an enthusiastic subject matter expert with a passion for Problem Management and the ability to drive high performance and best practice across the professional community, who will create an environment where success happens for customers and for the business. The biggest role of problem manager will be the potential to contribute to continuous-improvement activities in the organization.

Responsibilities

• Analysis - The problem manager is responsible for analyzing incident trends, identifying repeat or major incidents and determining where the application of problem-solving efforts will reap the biggest benefits for the organization
• Diagnosis - A problem manager works throughout the entire organization, leveraging other resources for knowledge, skills and assistance in the diagnostic process
• Coordination – Problem manager must understand the knowledge and skillsets throughout the organization, so they can determine which subject matter experts to engage on a problem. The problem manager is responsible for coordinating all aspects of problem diagnosis and resolution
• Communication – The problem manager maintains an overview of the problem queue, updating status and keeping the affected stakeholder informed of progress
• Facilitation – The problem manager should be a key member of any team created to manage a major incident and to facilitate data collection and analysis, leading to a long-term fix for the issue. This ensures a permanent solution is investigated at the same time as the incident team is trying to resolve the immediate

Requirements

• Graduate degree in IT or Business Administration
• At least 2 years of work experience in IT industry
• Fluency in Armenian, Russian and English languages
• Advanced user experience of JIRA Software and JIRA Service Desk
• Technical knowledge - A problem manager must clearly know and understand ITIL framework, IT roles and responsibilities, IT infrastructure, software systems architecture, principles of system development lifecycle, IS implementation and operations, disaster recovery plans, to coordinate technical aspects of problems and serve as the translator between the business and IT
• Problem management skills - Problem managers need a diverse toolbox of skills, knowledge, experiences and relationships to be successful. Training a range of people throughout the organization in the core skills of problem solving and giving them the opportunity to use these skills and share them with other members of their teams
• Problem-solving skills - Critical-thinking and root-cause-analysis skills are the most important skillsets for the problem manager. The ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue are essential skills of a problem manager
• Business knowledge - To assess and prioritize the work on problems, the problem manager must have a good understanding of the business. He or she must know the business’ goals, who are the customers and where business value is delivered to manage a problem queue efficiently
• Data analysis and statistics - A problem manager should have an analytical mind. He or she must spend a considerable diligence understanding incidents, reviewing reports and analyzing data to understand the cause and effect of different situations. Statistical methods may be used in problem management to assess risk and evaluate alternative solutions