Incident/problem manager

Overall purpose of position:

Act in the capacity of a Problem Manager according to ITIL best practices and support the EA Enterprise Technical teams following the Customer Issue Resolution process. Drive effectiveness and efficiency of Problem Management process Liaison with all problem resolution groups and third parties/contractors to ensure swift resolution of problems. In addition to this play a key role in the development of the KEDB to ensure Knowledge Base is up to date and meets the needs of the Problem Management Process. Arranging, running, documenting and all follow-up activities related to Major Problem Reviews and ensure customer satisfaction and provide key analysis to management on an ongoing basis. Participate in Problem Management meetings and reviews.

Key responsibilities:
• Monitor the effectiveness of problem management and make recommendations for improvement.
• Maintain a high degree of technical understanding on the scanning, wireless networking and mobile computing families of products, in the area of design, functionality, technical specifications and support.
• Ensure that all teams involved in problem management and customer issue resolution process (CIR) follow the correct problem management process.
• Arrange critical conference calls for Problem Management.
• Identify Problem Investigation/Act as an initial escalation point.
• Engage with Product engineering where needed.
• Analyze Incidents and closed Problems to identify and act upon trends.
• Analyze the input for possible trend of issues from Incident Management and act upon.
• Work with support groups to arrange for and schedule resources / actions, co-ordinate the investigation for identification of the Root Cause.
• Quality auditing.
• Participate in weekly case management reviews.

• Competitive salary
• Positive and professional working environment
• A great chance to learn new things and work on international assignments
• Structured training and career development
• 5 weeks of vacation
• A set of other competitive benefits