• Application Service Delivery Problem Manager

    Job Locations US-MI-Detroit
    Requisition ID
    2018-32091
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

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    The Application Service Delivery Problem Manager will be responsible for end to end management of all GMFIO major incidents.   This will be a role critical to operational excellence in the new GMFIO support model.  Communication, leadership and collaboration are necessary skill sets in dealing with a variety of support organizations.

    Responsibilities

    The Problem Manager has primary accountability for:

    • Driving the efficiency and effectiveness of the Problem management process
    • Producing management information, including KPIs and reports
    • Monitoring the effectiveness of incident and problem management and making recommendations for improvement
    • Developing and maintaining the problem management system
    • Reviewing and auditing the process
    • Driving, developing, managing and maintaining the major incident process and associated procedures with a focus on problem managementThe Problem Manager will assist the GMFIO delivery teams in a host of additional functions including but not limited to:

     

    • Manage end to end availability for relevant applications and supporting infrastructure components :
      • Work with SDM and relevant Release Manager(s) to ensure defect & bug fixes, non-functional system changes, patches and upgrades are prioritized and planned into block releases and deployed in an efficient and timely manner.
      • Identify areas of risk to the relevant application services. Help SDM manage mitigation activities and escalate as appropriate.
      • Work with SDM teams to ensure all change that are required due to a major incident are appropriately implemented into Pre production and then to Production when applicable
      • Work with the SDM on all Major Incidents relevant to GMFIO business with a focus on application availability and problem management.
      • Coordinate with the SDM (Service Delivery Manger) team and maintain the team callout rotation to manage Major Incidents outside and participate in rotation.
      • Partner with the  Service Delivery teams (external and internal) to ensure operational SLA compliance
      • Work with executive leadership to ensure success of various initiatives including but not limited to: new markets, new products and M&A
      • Adhere to the Problem Management Process by ensuring agreed RCA’s are delivered by the Service Delivery teams and subsequent PAIs are managed through to completion.
      • Assist SDM’s with Contingency management for the relevant applications ensuring :
        • Backup and recovery valid and up to date
        • Manage Disaster Recovery  testing  with suppliers and business partners and keep documentation up to date in line with the application classification
        • Raise security exceptions for any non- compliance
      • Ensure scheduled health checks are carried out such as:
        • Service validation
        • Batch process complete
        • BCVs, backups are completed
      • Work with Architecture to manage currency of all elements and identify areas of improvement where appropriate.
    • Work with Service Delivery, Project and Release Managers to ensure completion of Service Acceptance Criteria for operational readiness
    • Track and manage the  application through appropriate KPIs and Measures for monthly review
    • Identify improvement opportunities such as reduce application maintenance & sustain costs
    • Assist with Compliance and Audit requests for managed applications as required
    • Ensure resultant actions are completed in the timescales given
    • Act as primary contact for all internal and external audits within application remit
    • Partner with NA infrastructure teams for:
    • Integration/transformation into NA shared services
    • Incident management/ Incident escalation
    • Problem ownership/ preventative actions
    • Transparency and process adherence

    Qualifications

    Experience:

    • 5 years’ experience in Application Service Delivery ideally managing financial & compliance tools
    • Experienced with outsourced and insourced delivery model
    • ITIL Foundation V3 essential
    • ITIL Service Management qualification preferred

    Skills & Knowledge:

    • 5 years’ experience in Application Service Delivery ideally managing financial & compliance tools
    • Experienced with outsourced and insourced delivery model
    • ITIL Foundation V3 essential
    • ITIL Service Management qualification preferred

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