Sr Technical Problem Management Analyst

Job description

_x000D_* Leads all efforts to resolve major incidents in a timely and effective manner_x000D_ * Chairs and coordinates all major incident bridges, ensuring the priority always remains with issue resolution, deferring diving into root cause analysis until the business impact has been resolved_x000D_ * Takes responsibility for the performance of every individual deployed for major incident resolution, independently of their team of origin_x000D_ * Acquires and leverages a full understanding of Service Level Agreements and operating protocols applicable to Diligent, its clients and their support partners_x000D_ * Manages expectations and behaviors to ensure focus remains with resolving business impacts, avoids deflection of responsibility and finger pointing by all parties involved_x000D_ * Coordinates and supports the delivery of timely, thorough and accurate Root Cause Analysis reports_x000D_ * Promotes coordination and fosters a strong team spirit across parties involved in incident resolution_x000D_ * Keeps visibility of existing business impacts and resolution avenues being pursued throughout incidents_x000D_ * Captures and drives the application of incident-based lessons learned_x000D_ * Owns, improves and maintains major incident procedures, including etiquette_x000D_