A Problem Manager is accountable for managing the overall lifecycle of all problems. The primary objective is to prevent incidents from happening, to reduce the impact of incidents that cannot be prevented, and maintain information about known errors and workarounds. A well-drafted Problem Manager Resume mentions the following core duties – to review the resolution of the problem to prevent recurrence and to learn lessons for the future. Other core duties include identifying problems and proposing solutions, analyzing problem causes, finding ways to fix the error, developing improvement plans, and eliminating the same problems from occurring in the future.
Those interested in this role must showcase on their resume assets such as strong problem-solving skills, interpersonal skills, analytical thinking skills, computer proficiency, and analytical thinking skills. Eligible candidates for this job hold a degree in Information Technology or an engineering field.
Headline : As an experienced ITIL certified to change, release control manager I have a complete understating of how technology is implemented, managed, operated, and optimized in an organization. Not only do I use my vast experience with different technologies and Master's level education to help with the technical aspects of technology.
Skills : Client Management, Project Manager, Business Technical Coordinator, Team Lead, Problem Managment, IT Analyst, Windows & Linux System Administrator, Software Tester.
Description :
Worked with vendors and staff to coordinate troubleshooting errors and implement solutions.
Configured and managed Solarwind's Orion, HP Systems Insight Manager and eg Innovations network and server monitoring systems.
Coordinated and preformed a daily network analysis which involved data compiling, mining, and reporting metrics to determine health of the 10,000 user computer network.
Utilized SNMP to configured monitoring systems to monitor metrics based upon service level agreements.
Developed reports and queries in Microsoft SQL 2008 and 2005 databases using Microsoft SQL Server Report Builder Created scripts to perform automated task using Windows Powershell and Linux Shell Scripting.
Resolved technical issues by determining root cause and creating solutions and / or work arounds.
Proactively addressed and solved pain points and issue with the infrastructure.
Experience
5-7 Years
Level
Junior
Education
Business Administration
Problem Manager Resume
Objective : Innovative support leader for Information Systems, Training domestically and internationally. Highly skilled in process analysis, tracking, and managing incidents to a conclusion. A proven leader with skills in IT Service Management, Client Management, and Program Management. Experience working with vendors and 3rd party suppliers to ensure quality service level, providing leadership, planning, and scheduling of all projects and services.
Skills : Managing Skills, Leadership, Team Work.
Description :
Worked with Incident Management, Change Management teams to help determine RCA of Major Incidents.
Reviewed Major Incidents and Problem Records, along with Corrective Actions, work to resolve with owners.
Investigated, identified and understood what happened and find solutions for recurring trends of incidents.
Created RFCs if needed to to prevent the recurrence of incidents, or testing for replication of problems across multiple systems.
Wide breadth of general technical support experience on enterprise systems.
Ability to translate technical information into business language.
Understood of Service Availability / Incident / Change / Release Management.
Experience
2-5 Years
Level
Junior
Education
MS
Problem Manager Resume
Headline : As a Problem Manager, responsible for Creating a quarterly report to the business showing the most frequently executed workarounds via known errors, and also Assigning to each workaround to allow the business to know the cost of each time the workaround is executed with the goal of the business placing priority to implement a permanent fix.
Ensured that effective service and delivery activities are consistently implemented and delivered across the organization.
Managed and organized support from cross functional team.
Provided direction on problem management processes and proactive measurements/analysis to improve performance and quality for service support, delivery, and customer satisfaction.
Continuously drived improvements to prevent problems and eliminate or minimize the impact of recurring incidents.
Lead high severity post mortem reviews and communicated updates with the business and operational leadership on a regular basis.
Implemented and maintained Best in Class approaches/practices to Problem Management standards, measurements, and procedures .
Worked with and managed cross functional teams to identify solutions, root cause, and best practice in accordance with problem management strategy.
Ensured overall service levels for Problem Management through supporting technical services.
Experience
5-7 Years
Level
Executive
Education
G.E.D
Problem Manager Resume
Objective : Problem Manager Professional with exceptional strengths in such disciplines as Business Intelligence, Big Data Mining & Visualization, ITIL (Problem & Incident Management), Application Support, Metrics & Reporting, Database Management, and Legacy Conversions. Proven ability to partner with business executives and managers in such industries as software, manufacturing, business financial services, financial industry information, computer networking, and commercial and government contracting.
Skills : UNIX, Oracle, Autosys, Informatica, Business Objects, Sybase.
Description :
Assessed requests for change made sure they were fully assessed, documented, and communicated any associated risks.
Chaired the Change Advisory Board meetings and present changes for review and approval.
Facilitated appropriate post-implementation review activities for changes, as prescribed by the process policy Verified that quality assurance testing has been completed before changes are scheduled and implemented.
Communicated to management and customers making sure that they were sufficiently informed as to the FSC schedule and impact of changes.
Produced metrics established by key performance indicators (KPI) and process compliance reporting.
Created dashboards for Problem/Incident Management.
Captured data from incidents to provide an analysis of potential issues, documenting all defined resolutions.
Experience
2-5 Years
Level
Executive
Education
Master's In Service Management
Problem Manager Resume
Summary : A competent Problem Manager professional with 11+ years experience in Production Support and Maintenance Designated as Technology Lead with Infosys Currently working as Team Lead for UBS (Investment Banking), North America A team player with strong technical, process, relationship management, resource management, logical and communication skills.
Skills : Business Process Improvement, Customer Service, Mentoring, Operations Management, SQL, Project Management.
Description :
O365 Conducted root cause analysis and established actions for improvements on production systems.
Identified and gathered requirements, developed project plans, interfaced with global teams to gather consensus, and delivered on solutions within time, cost, and quality controls.
Successfully delivered an average of 5-10 solutions per month (on par with top team members) on a single attempt with zero adverse ramifications because of the solutions delivered.
Triaged Problem Incident Reviews (PIRs) for severity and priority.
Identified root cause of incidents with the assistance of engineers (Incident, Build, and Service).
Recorded solutions for PIRs with the assistance of engineers.
Reviewed and compared PIRs for relationships, dependencies, and trends, by creating pivot tables and supporting reports in Excel.
Experience
10+ Years
Level
Senior
Education
BS
Problem Manager Resume
Headline : Managing continuous service improvements through Post Mortems, Risk Assessment, Service Operational Procedure Reviews, and Business leadership reviews, and also Analyzing trend data to identify potential issues and leads teams to implement any resolutions/improvements needed via problem management process.
Skills : Strong Analytical, Document Management, Microsoft Office Experience.
Description :
Worked closely with cross-functional, multi-location teams, varying business units, development and quality assurance teams, infrastructure and operations teams, and change management teams for the planning and coordination of software releases.
Facilitated Daily Operations meetings including pre-planning and preparation of post-meeting minutes.
Ensured incidents are triaged, escalated, closed, and worked according to program priorities.
Updated/distributed ticket status and dashboard reports.
Reviewed incident ticket reports to ensure tickets are escalated, closed, and worked according to DECC program priorities.
Managed the triage process of complex build/deployment problems and environmental issues and bugs in a multi-component environment and initiates triage calls as events occur.
Ensured the appropriate personnel is engaged as points of escalation for planned and unplanned outages.
Experience
5-7 Years
Level
Executive
Education
M.S. In Computer Science
Problem Manager Resume
Objective : Proven Problem Manager professional with excellent leadership, organizational and interpersonal skills, experience in many forms of business planning, process identification business process re-engineering, and overall program management. A demonstrated record of successful implementation of problem, change, and configuration management processes including database customization for Security call centers and operational process support.
Skills : Project Management, Change Management, Process Improvement, Program Management, Disaster Recovery, Business Continuity.
Description :
Identified and gathered requirements, developed project plans, interfaced with global teams to gather consensus, and delivered on solutions within time, cost, and quality controls.
Successfully delivered an average of 5-10 solutions per month (on par with top team members) on a single attempt with zero adverse ramifications as a result of the solutions delivered.
Reviewed and identify the root cause of incidents with the assistance of engineers (Incident, Build, and Service).
Recorded solutions for PIRs with the assistance of engineers.
Reviewed and compare PIRs for relationships, dependencies, and trends.
Collaborated with other Problem Managers to synchronize efforts on PIRs.
Reported and communicated weekly PIR solution status.
Experience
2-5 Years
Level
Executive
Education
Bachelor's
Problem Manager Resume
Summary : Obtaining approval from the result of the Problem Management Process from the assigned owner, Working with technical teams to define and document the determined root cause/workaround, and alsoManaging CA's Unicenter problem management database.
Skills : Epic, Microsoft Office, Remedy, Account Management.
Description :
Client-faced Problem Manager for the Federal Reserve Bank of Dallas in support of the U.
Engaged in severity 1 outages to provide input from a Problem Management perspective and to gather initial incident data to support further root cause analysis.
Conducted root cause analysis reviews with HP operations, client technical teams, and business teams, and other applicable teams to determine the root cause of outages, identify corrective actions, and track action to implementation.
Attended change and release boards to review proposed changes/releases to ensure zero impact to application users.
Developed and maintained service management process documentation for the problem management space as well as collaborated with other service management teams such as change and incident to ensure consistency in the delivery of service management activities.
Provided weekly and monthly reports illustrating statistics of problem investigations and current status as well as known errors.
Implemented a bi-weekly HP internal meeting to allow HP support teams to provide current status on open problem investigations and known errors reducing the number of problem meetings allowing teams to focus on investigations and reporting their findings.
Experience
7-10 Years
Level
Management
Education
BA
Problem Manager Resume
Headline : Results-oriented and dedicated Quality Information Technology professional with a proven track record of success in the Biomedical and Medical Device industry. Expertise in quality, compliance, data management, project management, Six Sigma, and complaint handling. Proven ability to positively drive change and develop personnel.
Skills : Six Sigma, Quality Systems Management, SharePoint Administration, Database Management.
Description :
Led multi-functional teams to investigate and resolve problems within the Information Technology department using Six Sigma methods and project management tools.
Assembled multifunctional risk review team to mitigate the risk of using un-qualified Virtual Private Network (VPN) by using Good Automated Manufacturing Practice (GAMP5) risk management methods; delivered documented results for senior management 100% acceptance.
Administered initiation of process changes and managed Enterprise Information Technology Process Change (EITPC) portal using MS SharePoint and web conferencing tools; reduced cycle time by 50%.
Developed IT-focused problem management and regulatory compliance training program resulting in staff recognition of compliance and problem issues.
Managed validation/verification of revisions to IT Standard Operating Procedures (SOPs).
Exceeded expectations by ensuring successful on-time delivery of project requirements.
Deployed as call agent and Client Account System coach during hurricanes Katrina and Rita disaster relief operations at National Headquarters (NHQ).
Experience
5-7 Years
Level
Executive
Education
BS
Problem Manager Resume
Objective : Seeking a Problem Manager position with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.
Skills : Microsoft Office Suite, Lotus Notes Applications, Service Now Database, Remedy, Outlook, Access, Maximo, Sharepoint, Change Management, Problem Solving, Incident Management, Process Improvement, Root Cause Analysis, Training, Crisis Management, Project Management.
Description :
Self-directed role in the Problem Management Team's principal tasks: impact problem analysis, the ability to facilitate complex Incident Reviews (IR), Major Incident Reviews (MIRs), Service Improvement Program (SIP) engagements (case studies-consultation-project management), internal consulting, and a variety of special projects both large and small.
Lead the planning and execution of key Problem Management initiatives.
Lead Management information collection and delivery of key Problem Management measures and metrics.
Represented, gathered feedback, and worked with key stakeholders to analyze results and develop and execute action plans for continual process improvement.
Ensured customer satisfaction with the Problem Management process.
Mentored team members.
Provided operational support for process execution including the Daily Quality Review (DQR), conducting MIRs and SIP engagements.
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