Problem Manager

Job Description

Position OverviewThe Problem Manager is responsible for reviewing problem trends and proactively takes action to identify problems and remove errors. He ensures that standardized methods and procedures are used for efficient and prompt handling of all technical problems in order to minimize the impact of a problem upon Service quality and consequently identifies opportunities to improve the day-to-day operations of the organization. He manages the problem process effectively through First (1st), Second (2nd). Third (3rd) Level Support, Field Service and approaches all necessary 3rd party resources (customers/ vendors).Key Responsibilities

• Responsible to fulfill customer expectations (especially SLA fulfillment) and management of customer complaints or escalations in area of Problem Management process, mainly by following orders and way of working defined by Customer Service Management, represented by Customer Service Manager, in order to deliver best-in-class quality service.
• Active collaboration with (Major-) Incident and Change Managers as well as other process roles for efficient service delivery.
• Cooperation on transitions and project activities for onboarding new or ramping down obsolete products or services.
• Identifying and coordinating Problems resolver groups, responsible for planning and performing a Problem board
• Management of lifecycle of Problem records, opening and management of pro-active Problem records, mainly based on trend analyses with responsibility on proper Root Cause Analysis (RCA), Preventative Actions management and Problem Closure
• Make sure that the standard problem management process is followed.
• Monitoring and reporting of process maturity based on KPIs, risks, audits
• Leading and managing process improvement projects, incl. organization and facilitation of workshops
• Set up regular calls with the stakeholder to get identified improvements and solutions implemented.
• Provision of trainings, incl. methods, tools and documentation.
• Creation, maintenance and archiving of Problem Management process-related knowledge in form of documented information.
• Always share (new) knowledge to colleagues.

Required QualificationsEducation:

• IT related Bachelor degree or Bachelor in Business Administration with technical background. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
• ITIL Foundation Certificate recommended.
• Min. 2 years of experience in a technical function, ideally in an ITSM or Service Desk Operations area.

Preferred Qualifications

• Significant understanding of technical support processes, customer technologies and applications
• Very good command of English (written and spoken)
• Very good skills in using MS Office products
• Knowledge of PC hardware, Networking, Server Infrastructure
• High service orientation with initiative behavior.
• Strength in communication, process and customer orientation.
• High sense of responsibility, social competency and reliability.
• Analytical thinker with the ability to define and present information.
• Strong decision making abilities.
• Flexible to work in any shifts per business requirements
• Team player in an international environment
• Ability to work under pressure

Why should you join Diebold Nixdorf?Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.?Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations

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