<p><strong>Candidatul ideal</strong></p>

<p>General computer systems knowledge, integration and architecture concepts;<br />
Awareness of cross systems interrelations in context of the global business process;<br />
Experience in IT, with emphasis on operational management;<br />
Good communication skills, active participating in Problem Management meetings;<br />
Experience of working directly with client;<br />
Experience of working with virtual teams to deliver Problem Management process and working cross functionally;<br />
Ability to facilitate training sessions for internal resources;<br />
Service Desk or Support Group experience;<br />
Understanding of Service Management Framework;<br />
Understanding of Problem Management reactive and proactive techniques;<br />
Knowledgeable of ITIL v3 / Foundation certified a plus;<br />
Excellent knowledge of English;<br />
Excellent communication skills, both written and verbal;<br />
Flexible and well-motivated;<br />
Strong team player with the ability to build relationships with both colleagues and external clients;<br />
Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;<br />
Understanding the nature of IT service management.</p>

<p><strong>Descrierea jobului</strong></p>

<p>Problem Manager&rsquo;s primary responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. The goal of PM is to prevent, remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure. Seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities. In order to achieve this goal, the Problem Mager seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Undertakes pro-active investigations and preventive activities mitigation even potential IT business related risk. Carries out root cause analysis and preventative management as required, ensuring that all necessary parties are informed and involved in the process. To build and maintain effective working relationships across tiers (Capgemini, Client, 3rd Party and Partner contacts) ensuring that business and technical knowledge are applied effectively, in order to achieve the best possible levels of service quality and availability.</p>
