(800) 774-8036

Technical Project Manager / Problem Manager

Orlando, FL
Date Added: November 20, 2019
Software Resources has an immediate, long term contract job opportunity for a Technical Project Manager / Problem Manager with a major corporation in Orlando, FL.

The Problem & Availability Manager in our Tech Operations department will be focused on improving the availability of our key software systems that support our parks, resorts, and customer care centers. This person is expected to work independently with limited direction, and will serve as a key point of contact and escalation point between the client/business area and internal management for the resolution of unresolved problems and complex service requests. The role will also help manage projects for the PCS Database Operations team.

Key Responsibilities:
  • Responsible for owning and leading problems throughout their lifecycle per the Problem Management process.
  • Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision making during Root Cause Analysis and implementation of resolution activities
  • Responsible for improving application stability and resiliency across the organization by reducing incident volumes.
  • Responsible for reducing the volume of errors introduced into the environment via the Technical Change and Release Processes.
  • Design initiatives for Problem Management tooling improvements and translate them into business requirements for the platform development team
  • Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology
  • Review and participate in the Daily Status Review ensuring appropriate root cause, business impact and next steps are documented following a Major Incident.
  • Perform operational duties to comply with key controls for internal and/or external audit requests.
  • Responsible for continuous improvement of the overall Problem Management process and communication.
  • Responsible for producing, maintaining and distributing problem reports for critical business and IT services.
  • Partner with the Reporting team to craft in-depth monthly availability reports specifically to help identify trends and risks affecting availability.
  • Coordinate operational hypercare for critical events / deployments
  • Review current state of Operational Processes and policies and create/modify them as necessary.
Preferred Qualifications:
  • Thorough understanding of ITIL service processes with deep knowledge of the various ITSM Stages, including, but not limited to: Incident Management, Problem Management, and Change Management.
  • Practical experience in writing plain English technical root cause analysis reports for all levels of management
  • Analytical and problem-solving experience with large-scale complex platforms
  • Experience establishing work relationships across multi-disciplinary teams and multiple partners in different time zones
Experience performing Problem Management activities including, but not limited to:
  • Facilitating root cause analysis meetings
  • Escalating concerns with compliance to the Problem Management Process
  • Holding Subject Matter Experts to date commitments for Known Errors and tasks
  • Data analytics to identify common themes
Required Education:

Don’t delay. Join the Software Resources team today!
Software Resources specializes in connecting talented IT professionals with challenging job opportunities that transform jobs into careers.
To meet our clients hiring needs, we continuously source talented IT Professionals with all levels of expertise and in all disciplines. We offer world class major medical, dental and vision benefits, 401(k) with match, short term disability, Life Insurance and AD&D. You, our future employees, can make a tremendous difference to our company and our clients. Please apply to this job and experience the Software Resources difference. You can view all of our jobs at https://www.softwareresources.com/careers/

Company Overview
Software Resources is a national staffing and recruitment firm delivering the best candidates to our clients and the best jobs to our candidates since 1992.
We are a certified woman owned business in business to place contract, contract-to-hire, and direct-hire talent in Technology (IT, creative, marketing), finance, accounting, and executive-level positions. We serve many vertical markets including Entertainment/Media, Cruise Industry/Leisure travel, Hospitality, Government, Personal Care, Professional Services, Energy/Utilities, Security, and Financial Services.

Headquartered in Lake Mary, FL in the Orlando metro area, we have branches and sales professionals across the US. Wherever you’re located and whatever the need, count on Software Resources to provide exceptional candidates who are fully vetted and ready to go. Call (800) 774-8036 or visit us online at https://www.softwareresources.com/ and leave the recruiting to us!

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