Sr. Problem Manager

About the Role:

Leads the Global Problem Management process to improve IT service quality.  Leverages significant expertise and experience in data analysis and group problem solving, combined with a broad understanding of technology and related delivery and support processes, to identify root cause factors that drive specific technology incidents or groups of incidents.  Follows with the development of mitigation plans, prioritizes problems, and drives resolution through responsible teams.  Partners with a line of business specialists and leaders as necessary to understand the end to end process flow, and to quantify the business impact of problems in order to support prioritization.  Actively manages the problem inventory and ensures risk management systems are updated as appropriate.  Provides reports to senior IT management showing incident and problem trends, key insights, and status updates on initiatives underway.

What You'll Do

• Lead cross-functional root cause analysis efforts to identify underlying factors driving instability of critical systems/processes, and develop comprehensive action plans to mitigate or eliminate them. (40%)

• Analyze data related to system availability to identify unknown problems that should be proactively resolved. (15%)

• Analyze data related to business impact to quantify the cost of incidents and problems (10%)

Other Duties & Responsibilities:

• Additional duties as assigned

• Meets attendance and punctuality standards

What We're Looking For

Experience:

• 8 to 10 Years of relevant work experience.

Education & Certifications:

• Bachelor's Degree with Systems Engineering or Management Science Field of Study preferred.

• Some College with Systems Engineering or Management Science field of study required.

• Other Education / Certifications: ITIL, Six Sigma

#LI-PN1

Key Skills

Adaptability, Collaborative Networking, Communication, IT Problem Solving, Technical Knowledge, Waterfall Project Management

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.

TD SYNNEX is an E-Verify company