- Drive E2E Governance for the PM Tower on behalf of the client, managing vendors relationships and their respective delivery performance, playing the role of a Service Integrator.
- Perform Problem Management Data/Trend analysis under the strategical guidance of Service Management
- Lead PM process throughout its entire lifecycle and enable collaboration for internal and external stakeholders
- Ensure transparency and compliance in underlying processes and policies for the function
- Assist in improvement and maintenance of the KEDB
- Liaise with Change Management division to maximize PM process outputs efficiency
- Leverage infrastructure teams and suppliers to identify and address Problem candidates
- Enable IT Management and technical personnel to enforce Problem Management best business practices and enhanced processes across the organization
- Handling operational and tactical communication for records with high impact on business-critical components
- Facilitate identification of root causes according to the appropriate RCA method (5 whys, Pareto, Ishikawa, Fault Tree, etc.) aimed to a more efficient resolution for open records
- Promote Transformation/Automation journeys initiatives as per Stefanini strategy
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Keep track and report on service health and potential metrics status (SLAs, KPIs) to the involved boards
- Familiar with Microsoft Cloud Technologies (Ex: O365, Azure)
- Understanding of IT infrastructure components & business critical aspects: Networking, Servers, Security, Domains, Virtualization
- Mandatory: previous experience in Problem Management
- Fluent in Service Management core processes: Change, Problem, Incident, CSI, Request, Knowledge
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Soft skills: Strong communication; Problem solving; Analysis; Creativity / Innovation; Customer sensitivity: Technical writing skills; Liaison skills;
- Organizational sensitivity: understands the formal structure of Stefanini, its culture and business/technology environment, its brand and people values, aligns actions and behavior with the company needs and priorities;
- Results orientation: focuses on the delivery of targets, quality and deadlines;
- English proficiency and business communication acumen.
- ITIL V4 or SIAM Foundation Certified
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ITSM System Proficiency: 4Me or ServiceNow
Education:OtherEmployment Type: CONTRACTOR
