Senior Problem Manager

2 weeks ago

Taguig, National Capital Region, Philippines NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

This position is part of the NICE Service Management and Operations team reporting to the Manager, ITSM. The Sr. Problem Manager is responsible for investigating outage incidents in the production environment, facilitating root cause analysis and corrective action implementation. This also includes financial impact analysis of incidents and driving process and change to help protect the availability of the platform.

The Sr. Problem Manager is responsible for overseeing the Problem Management process for Operations. This position will be responsible for leadership of the Problem queue, ensuring that the underlying cause of incidents is addressed and driving operational stability. The Sr. Problem Manager is responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths and communication protocols. The candidate will perform post-mortems for high priority incidents with a focus on process improvement as well as technical resolution. This position works cross-functionally with our Operations, Services, R&D, and Voice teams. This position is also responsible for coaching and mentoring more junior problem management team members.

As a Sr. Problem Manager, a Typical Day Might Include the Following:

  • Manage Problem Management queue to address underlying cause for incidents and drive continued improvement in service availability.
  • Keep appropriate stakeholders up-to-date with latest information through timely and regular written and verbal communications.
  • Conduct technical research, analyze and evaluate existing systems (operating systems, architecture, database, hardware platforms, network) to drive investigation on any reported problem.
  • Martial the appropriate resources and serve as liaison between Operations Team and the infrastructure, development and business groups to resolve critical problems in the environment.
  • Drive continued improvement on problem management processes across geographically dispersed development and operations teams.
  • Drive continued improvement in system availability through problem identification and resolution.
  • Monitor KPIs that indicate effectiveness of the Incident / Problem Management process.
  • Keep knowledge up-to-date with technical architecture developments across the platform
  • Follow the company Code of Ethics and NICE policies and procedures at all times.
  • Communicate in an effective and professional way with customers in and outside of NICE.

To Land This Gig You'll Need:

  • Bachelor's Degree in Computer Science, Engineering or Business Administration or equivalent work experience required
  • 7+ years of incident management experience
  • Strong background in the root cause analysis toolkit – KT diagrams, Ishikawa diagrams, 5 Whys, etc.
  • Strong documentation skills including written documentation and diagrams
  • Strong customer communication skills with the ability to communicate technical issues to non-technical customers; able to improvise and persuasively communicate ideas/positions on an ad hoc basis.
  • Proven skills at cultivating strong working relationships and driving collaboration across multiple business and technical teams.
  • Ability to organize resources across different teams to drive resolution of system critical issues.
  • Ability to apply technical analysis of application issues to solve customer reported problems.
  • Ability to work well within a team to learn and share knowledge.
  • Experience with different web platforms
  • Experience working in a customer-centric environment.
  • Strong analytical, organizational, and problem-solving skills.
  • Broad and deep understanding of the complex roles that technology plays in business systems.
  • ITIL Foundations and/or Six Sigma certification

About NICE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NICE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Apply for this Job * Required First Name * Last Name * Email * Phone * Resume/CV * Drop files here Dropbox Google Drive (File types: pdf, doc, docx, txt, rtf) Cover Letter Drop files here Dropbox Google Drive (File types: pdf, doc, docx, txt, rtf) When autocomplete results are available use up and down arrows to review Degree * Select a Degree Degree* Degree* + Add another education

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Were you referred to this position by any current NICE employee?If Yes, what is the name of the first person to refer you? If No, please type "N/A". *

Are you amenable working in a hybrid setting (min of 2 days onsite weekly)? *
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