Role purpose:

Problem Management Engineer is responsible for managing the lifecycle of all
Problem Incidents within VCI and local Market services and to prevent future
incidents.
Lead and Conduct Problem meetings for the Problem. Ensure Analysis and, Scope
Definition, Detailed Timeframe and Milestones for all stakeholders are
clarified, defined, tracked and reported on.

**

Key accountabilities and decision ownership:**
Technical Operations
o Opens, forwards, tracks and close problem tickets according to problem
management process
o Updates of tickets on request
o Coordinates and moderates necessary problem meetings in case of difficulties
or team overall problems
o Actively involved in the hierarchical escalation processes for Problems
o Supports the processing of measures for problem prevention
o Participates in on demand meetings with customer and vendors
o Checks finally the documentation of root cause, final solution and
preventive measures
o Guarantees SOX compliance
o Achievement of problem management KPI 's
o Trains problem management process handling and interfaces
o Maintains information about Known Errors and Workarounds.
o Share solution and prevented measurements with the support teams.
o Transfer the knowledge to the new comers in Problem Mgmt. team.
Controlling
o Performs Data analysis regarding Major Incidents and Problems
o Ensure that the Problem Management process is implemented and being followed
by all involved process members
Proactive
o Analyse reports and statistics in order to drive improvements
o Cooperate in working groups and projects
o Arrange special reports

Interfaces
o Internals:
* Operational teams
* Service Desks
* VCI Management
* VCI Service Manager
* Supplier
o Externals:
* Customer Service Desks
* Customer Operations
* Customer Problem Management
* Customer Management
Typical Outputs
o SOX compliance
o KPI compliance
o Hierarchical escalation regarding GDC Management
o Internal and external customer satisfaction
o Process conformal handling of all Problem Tickets
o Problem Reports continuous

Must have technical / professional qualifications:

• BSc Engineering or Computer Science


• ‎2-‎3 Years IT Experience or Field Related.


• Good technical Knowledge


• Industry certification and technical skills.


• Excellent reporting and data analysis skills.


• Expert control of tools of analysis and monitoring


• ITIL Foundation


• Personal skills:
  o Excellent communication skills and presentation skills.
  o Excellence mind set striving to exceed expectations.
  o Time Management skills
  o Positive and motivational under pressure. Professional and approachable. A
  people person who can deal with a variety of people and customers at all
  levels with flair. An enthusiastic team player. Committed to working with
  their team to maintain a positive team spirit
  o Confident negotiation and online documentation (throughout the negotiation)
  in German or English
  o Problem Solving; Must demonstrate a methodical, analytical and clear
  approach to problems. Must be able to identify issues, offer solutions, and
  work with others to improve processes and procedures.
  o Capability to understand complex IT environments
  o Willing to travel and dealing with Global Environment
  o Working on one's own initiative
  o Solution oriented working
  o Creative Thinking
  o Team oriented
  o Experience in moderation of meetings
  o Capability to handle escalations
  o Structural and analytical thinking
  o Capability to abstractions up to meta level

Core competencies, knowledge and experience:

• Willing to work according to the German calendar and to engage in oncall activities


• Putting customer first, by delivering customers' needs


• Performing through our people by helping others, and take responsibilities for finding solution.


• Delivering Results, and meeting deadlines.

_VOIS #movewithus