Problem Management Specialist
4 weeks ago
About the Role
We are currently seeking a technical expert to join Gen's Web Experience Infrastructure team. As a Problem Management Engineer, you will be responsible for identifying, analyzing, and resolving complex technical issues that impact our online presence. Your primary focus will be on minimizing the impact of recurring incidents and preventing future occurrences through proactive problem management.
Key Responsibilities:
- Take ownership of Major Incident & Problem Management, ensuring compliance and resolving recurring issues.
- Develop and implement effective solutions and preventive measures tailored to the Web Experience Infrastructure.
- Analyze incident trends, identify root causes, and facilitate problem review meetings for corrective actions.
- Establish key performance indicators (KPIs) to measure problem management effectiveness.
- Collaborate with DEV and QA teams to provide recommendations for system and process improvements.
- Flag critical incidents, involve stakeholders for expedited resolution, and confirm user satisfaction post-resolution.
- Manage problem tickets, update documentation, and prioritize categorization for efficient resolution.
- Follow up with Level 2/3 support to ensure Root Cause Analysis (RCA) completion and conduct reviews.
- Generate reports on incidents, major incidents, and problem tickets.
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