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Problem Manager

10/08/2019Call Center
Job Location: Richardson, TX 75081
Metro Area: TX - Dallas
Company Name: Verizon 75081
Verizon

What you’ll be doing...

Problem Manager -The Problem Manager is the single point of contact for one or more problems. Individual is responsible for ownership and coordination of actions of those problems. Must analyze root causes, identify Known Errors and coordinate actions to fix the errors. Responsible for designing and implementing improved processes. The Problem Manager must be proactive in identifying problems, analyses and recommend Service Improvement plans with the possible solutions obtained for technical teams. Essential Duties and Responsibilities:

  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Prevent the replication of problems across the network
  • Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
  • Produces Problem Management reports and management information
  • Coordinates meetings to resolve problems
  • Work with cross-functional stakeholders to resolve problems
  • Drive all problems towards root cause identification and permanent fix
  • To meet/exceed and maintain service levels as assigned by management.
  • To meet/exceed expected reliability standards.
  • Willing to take ownership and take on other duties as assigned.
  • Need to have innovative approach as problems are unique and need to use different techniques.
  • The Problem Manager is responsible for managing the lifecycle of all Problems.
  • Primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
  • To this purpose he maintains information about Known Errors and Workarounds
  • Engage in gathering of capacity management reports that are analyzed for trends and recommendations to client base

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Three or more years of experience in problem management.

Even better if you have:

  • A degree.
  • Working knowledge of Service Nowtool.
  • ITIL Certification
  • Excellent written and oral communication skills
  • Use of analytical tools

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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