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Service Manager (Problem coordinator)
Randstad HR Solutions s.r.o.
Place of work
Prague
Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
• Problem Coordinator is responsible for implementing the Global Problem Management processes
• Is accountable for the delivery of high quality Root Cause Analysis (RCA) and problem resolution within given target duration. Must understand the basic ITIL philosophy and approach to analysis.
• Is accountable for the delivery of executive summaries as part of the Root Cause Analysis documentation.
• Is accountable for fostering positive working relationships with Service Lines and Subject Matter Experts (SME).
• Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and escalating any roadblocks.
• Ensures quality of Known Error records within the Knowledge Database (KEDB).
• Ensures that necessary reports are delivered.
• Escalates risks and issues to the Problem Management Process Manager.
• Builds awareness of the problem management process across the service lines and acts as a problem management subject matter expert.
• Is accountable for the delivery of high quality Root Cause Analysis (RCA) and problem resolution within given target duration. Must understand the basic ITIL philosophy and approach to analysis.
• Is accountable for the delivery of executive summaries as part of the Root Cause Analysis documentation.
• Is accountable for fostering positive working relationships with Service Lines and Subject Matter Experts (SME).
• Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and escalating any roadblocks.
• Ensures quality of Known Error records within the Knowledge Database (KEDB).
• Ensures that necessary reports are delivered.
• Escalates risks and issues to the Problem Management Process Manager.
• Builds awareness of the problem management process across the service lines and acts as a problem management subject matter expert.
Company on whose behalf the position is being filled
Information technology, computer programming, web portals
Swiss-based IT Services and Engineering Solutions company with operations in Germany, Austria, USA and the Czech Republic. Since 2003, D-ploy has been offering IT services, knowledge and expertise to our customers across Europe. Our strength is in providing proven standard and individually tailored solutions to every customer every day, helping you achieve your strategic and business goals. Core CompetenceOur core competencies are IT services…
Swiss-based IT Services and Engineering Solutions company with operations in Germany, Austria, USA and the Czech Republic. Since 2003, D-ploy has been offering IT services, knowledge and expertise to our customers across Europe. Our strength is in providing proven standard and individually tailored solutions to every customer every day, helping you achieve your strategic and business goals. Core CompetenceOur core competencies are IT services…
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Upper intermediate (B2)
Personality requirements and skills
Minimum of 3 years of Problem/Change/Incident experience.
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3 Foundation, TQM or ISO 9000:2000 (certification not required, but is a plus).
• Working knowledge of an industry known Problem Tracking software. (BCM Remedy on Demand experience a plus).
• Proven written and verbal communication skills with demonstrated ability to interact with senior level business partners within an organization.
• Well rounded technical knowledge with the ability to understand basic Information Technology concepts and designs.
• Extensive experience creating reports, analyzing trends, and making recommendations based on findings.
• Must have a proactive mindset, self-driven, and resourceful to achieve goals independently, as well as working well in groups
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3 Foundation, TQM or ISO 9000:2000 (certification not required, but is a plus).
• Working knowledge of an industry known Problem Tracking software. (BCM Remedy on Demand experience a plus).
• Proven written and verbal communication skills with demonstrated ability to interact with senior level business partners within an organization.
• Well rounded technical knowledge with the ability to understand basic Information Technology concepts and designs.
• Extensive experience creating reports, analyzing trends, and making recommendations based on findings.
• Must have a proactive mindset, self-driven, and resourceful to achieve goals independently, as well as working well in groups
Advertiser
Brief description of the company
Randstad is the second largest HR services provider in the world and has number 1 position in many countries. Our 28,000 employees work in 4,587 branches and inhouse locations to employ almost 567 700 people on daily basis.
Company’s services range from regular temporary staffing and permanent placing, to Inhouse services, search & selection, and HR solutions.
We are driven by our core values ‘to know, to serve, to trust’. We need to understand the present and future needs of our clients and candidates. The better we know our clients and candidates, the better we can match their needs and exceed their expectations.
Company’s services range from regular temporary staffing and permanent placing, to Inhouse services, search & selection, and HR solutions.
We are driven by our core values ‘to know, to serve, to trust’. We need to understand the present and future needs of our clients and candidates. The better we know our clients and candidates, the better we can match their needs and exceed their expectations.
Number of employees
150-199 employees
ID: 2203750
Datum zveřejnění: 30.7.2015
2015-07-30
lokalita: Prague Pozice: IT Consultant, IT Project Manager, IT/Technical Support Specialist Společnost: Randstad HR Solutions s.r.o.