Zalando · 5 hours ago

Problem Manager

Remote Work

Full-time

Hybrid

Mid Level

Maximize your interview chances

E-CommerceFashion

Insider Connection @Zalando

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Own the implementation and success of the ITIL Problem Management process, ensuring it is transparent and adopted by relevant business areas. Promote ITIL problem management standards by raising awareness, tracking market trends, and demonstrating business value.

Ensure all identified problems are logged, with known errors and recommended solutions tracked and maintained in a complete historical record. Undertake reactive problem management (from incident management) and proactive problem management (from event monitoring and service KPIs), analysing trends and underlying causes to prevent incidents and minimise recurrence.

Investigate and research the root causes of incidents, identify and implement temporary workarounds, and develop permanent solutions.

Collaborate with other IT service management processes, such as incident management and change management, and communicate problem status and updates to stakeholders, including support teams and management.

Take ownership and drive the completion of actions identified from Post Incident Reviews, reporting on outcomes and resulting service improvements.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ITIL Problem ManagementITIL4 FoundationRoot cause analysisStakeholder management