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Problem Manager, Network Services, Core Technology Infrastructure

Richmond, Virginia;

Job Description:

This role is to provide Problem Management coordination, data analysis and relationship management capabilities within the team.  This function is integral to the success of the Bank's stability, by identifying root cause of issues and preventing recurrences and also identifying potential disruptions are proactively implementing mitigations, to maximize service availability across Network Services. 

Overview of the Role:

Participates in the implementation and ongoing adherence of the Problem Management process.  Serves as a fully seasoned/proficient process resource.  Provides process knowledge and capabilities as an individual contributor. Works under minimal supervision, with general guidance from more seasoned consultants or managers.

Overview of the Team:

The team facilitates problem investigations that have been caused by the Network Services, ensuring that root cause is identified, wherever possible and is eradicated from the environment.  This role is part of a team based in U.S.  working within the Global Problem Management team based across EMEA and Singapore.

Key Responsibilities include:

  • Conduct proactive assessments of events to determine opportunities for root cause investigation.
  • Ensure that the problems for which they are responsible progress through the Problem Management process in a timely and prioritized fashion
  • Ensure that the information entered in the problem investigations and known errors that they manage is accurate and complete
  • Produce Problem Review documentation as and when appropriate, ensuring focus on root cause actions and process enhancements
  • Ensure that problem workarounds are documented
  • Ensure that problem solutions are proposed and documented
  • Ensure that the root cause is determined for problems
  • Periodically review their problem investigations for which a practical solution could not be found
  • Verify structural solutions and close the known errors and problem investigations that they manage
  • Help determine if a new knowledge item is required for the Knowledge Management database
  • Periodically review their problem investigations for when a root cause is undetermined
  • Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards.
  • Track open Problem records
  • Maintain open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard.
  • Review Problem priority and determines if the impact or urgency needs to be adjusted
  • Coordinate Problem resolution with any relevant stakeholders, both technical and business as required.
  • Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records
  • Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record.
  • Conduct problem process audits for a sampling of problems.

Required Job Skills:

  • Ability to identify and document new processes/procedure based on changes/initiatives
  • Ability to successfully manage multiple moderately complex tasks concurrently
  • Ability to work both independently and as part of a cross-functional team
  • Ability to communicate clearly and concisely both verbally and written
  • Able to understand technical terms and relay it in business terms.
  • Proficient knowledge of IT Technical skills across multiple disciplines
  • Moderate level of proficiency in use of MS Office products

Core Technology Infrastructure Organization:

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
  • Wants to be a great place for people to work and strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving they need to remain vibrant and vital.

LOB Job Profile:

Key contributor in creation, development and management of systems engineering activities. Interfaces with business areas to ensure all initiatives support business strategies and goals. Supervises, guides and provides technical support and training to the engineering staff and assists the Tech Mgr in the review and evaluation of the work of the staff, planning, organizing and controlling the activities of the section and in the development of the overall project plans and timetables. Responsible for staffing, performance management and compensation decision making. Typically 7-10 years of systems engineering experience.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

This role is to provide Problem Management coordination, data analysis and relationship management capabilities within the team.  This function is integral to the success of the Bank's stability, by identifying root cause of issues and preventing recurrences and also identifying potential disruptions are proactively implementing mitigations, to maximize service availability across Network Services. 

Overview of the Role:

Participates in the implementation and ongoing adherence of the Problem Management process.  Serves as a fully seasoned/proficient process resource.  Provides process knowledge and capabilities as an individual contributor. Works under minimal supervision, with general guidance from more seasoned consultants or managers.

Overview of the Team:

The team facilitates problem investigations that have been caused by the Network Services, ensuring that root cause is identified, wherever possible and is eradicated from the environment.  This role is part of a team based in U.S.  working within the Global Problem Management team based across EMEA and Singapore.

Key Responsibilities include:

  • Conduct proactive assessments of events to determine opportunities for root cause investigation.
  • Ensure that the problems for which they are responsible progress through the Problem Management process in a timely and prioritized fashion
  • Ensure that the information entered in the problem investigations and known errors that they manage is accurate and complete
  • Produce Problem Review documentation as and when appropriate, ensuring focus on root cause actions and process enhancements
  • Ensure that problem workarounds are documented
  • Ensure that problem solutions are proposed and documented
  • Ensure that the root cause is determined for problems
  • Periodically review their problem investigations for which a practical solution could not be found
  • Verify structural solutions and close the known errors and problem investigations that they manage
  • Help determine if a new knowledge item is required for the Knowledge Management database
  • Periodically review their problem investigations for when a root cause is undetermined
  • Monitor Problem queues via the Remedy Problem Console, eSmart and Tableau dashboards.
  • Track open Problem records
  • Maintain open Problems for status changes and ensures the data quality in the PBI and PKE records for weekly management reports and Monthly Scorecard.
  • Review Problem priority and determines if the impact or urgency needs to be adjusted
  • Coordinate Problem resolution with any relevant stakeholders, both technical and business as required.
  • Provide information and host LOB meetings to customer/end-user regarding the status of their known errors (PKE) and problem investigations (PBI) records
  • Communicate with the customer/end-user to gain agreement that the known errors (PKE) and problem investigations (PBI) records have been resolved and closes the record.
  • Conduct problem process audits for a sampling of problems.

Required Job Skills:

  • Ability to identify and document new processes/procedure based on changes/initiatives
  • Ability to successfully manage multiple moderately complex tasks concurrently
  • Ability to work both independently and as part of a cross-functional team
  • Ability to communicate clearly and concisely both verbally and written
  • Able to understand technical terms and relay it in business terms.
  • Proficient knowledge of IT Technical skills across multiple disciplines
  • Moderate level of proficiency in use of MS Office products

Core Technology Infrastructure Organization:

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully.
  • Wants to be a great place for people to work and strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving they need to remain vibrant and vital.

LOB Job Profile:

Key contributor in creation, development and management of systems engineering activities. Interfaces with business areas to ensure all initiatives support business strategies and goals. Supervises, guides and provides technical support and training to the engineering staff and assists the Tech Mgr in the review and evaluation of the work of the staff, planning, organizing and controlling the activities of the section and in the development of the overall project plans and timetables. Responsible for staffing, performance management and compensation decision making. Typically 7-10 years of systems engineering experience.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21067960

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kari Elsts

Referral Bonus:

0