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Problem Manager
Marsh McLennanIT Problem Manager at Marsh improving problem management processes and collaborating with teams. Analyzing root causes and trends to enhance service management effectiveness.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Manage the problem management process, ensuring data accuracy and precise trend reporting.
- Analyse complex problem records to identify root causes and implement effective solutions.
- Collaborate with cross-functional teams to improve processes.
- Communicate findings clearly to stakeholders.
- Determine root cause, resolution, and recommend improvements to prevent recurrence.
- Analyse incident volumes and trends to identify process or technological improvements.
- Conduct post-mortem investigations on critical incidents and create documentation detailing the incident and remediation steps.
- Help manage service relationships by chairing Problem Boards and other meetings that review outages, resolutions, and corrective actions.
- Provide clear and timely communication regarding the progress of individual problems.
- Collaborate with onshore and offshore colleagues to facilitate problem management.
Requirements
What you’ll need- At least a Bachelor’s degree with a minimum of 8 years of working experience, with proven ability in Problem Management.
- Demonstrable experience in application, database, infrastructure, or other related technology support.
- Proven ability to manage and facilitate activities by a variety of functional and geographically dispersed teams to meet Service Management requirements.
- Experience using an IT Service Management tool with an understanding of reporting modules.
- Proficiency in analysing problems using reports and statistics to identify trends and implement mitigating actions.
- Broad IT knowledge and technical skills.
- Exposure to ITIL Service Management (or similar) processes and methodologies.
- Flexibility and willingness to work longer hours or outside of regular working hours in the event of critical issues requiring expedited root cause analysis.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
problem managementroot cause analysisincident analysisdata accuracytrend reportingIT Service Managementreporting modulesapplication supportdatabase supportinfrastructure support
Soft Skills
collaborationcommunicationfacilitationproblem-solvingstakeholder managementflexibilityorganizational skillsleadership
Certifications
Bachelor's degreeITIL Service Management