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Subject: ITIL Problem Manager in Gaithersburg, MD - please send resumes to dan.wienczkowski@rightthinginc.com

Dan Wienczkowski, ACIR, CIR, CDR, CSSR, PRC posted a job: ITIL Problem Manager in Gaithersburg, MD - please send resumes to dan.wienczkowski@rightthinginc.com

"ITIL Problem Manager Location: Gaithersburg, MD Job Description: - Ensure the goals of the Problem Management process are achieved. - Minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT infrastructure, and to prevent the recurrence of Incidents related to these errors. - Lead the Problem Management activities for the Global IT Operations organization. - Correlate metrics, Major Incident Reviews, lessons learned, etc to drive the development of problems and oversee the process until the root cause of an Incident is known. - Develop RCA documentation when required. - Contribute to the development and documentation of the Problem Management process. - Champion the process and goals of Problem Management. - Work very closely with the Major Incident Process. Some assistance with Major Incidents may be required. Requirements: - BS Degree or equivalent combination of course work and job experience. - Five or more years work experience/exposure to Service Management principles and practice required. - Strong working knowledge of ITIL Incident & Problem Management required. - Strong leadership, communication and meeting facilitation skills are required. - Ability to understand technical Infrastructure & Application terminology and concepts. - Strong analytical skills with the ability to produce metrics and procedure documents. - The ability to multi-task and prioritize is essential. - Ability to communicate complex technical issues to both technical and non-technical audiences. - Ability to influence multiple functional teams without any direct authority. - Experience working with global teams on Enterprise level infrastructure and applications. - Solid technical background in order to ask the correct questions from the functional teams to facilitate deep dive analysis of problems. - Experience with aligning the Problem management policies, processes, procedures, guidelines, metrics, and performance targets with a standard ITIL best practices. - Excellent verbal and written communication - General understanding of IT Security principles. - Experience with Remedy or ServiceNow - ITILv3 Foundation - Understanding of multiple operating systems such as Windows Server, Linux, & UNIX - Working knowledge of relevant network technologies (e.g. Routers, Switches, Firewalls, IDS/IPS, VPN) - Understanding of Storage Technologies (SAN and NAS) - Pharmaceutical or Bio-Tech industry knowledge is a plus. - Customer facing skills are a plus. Please send resumes to dan.wienczkowski@rightthinginc.com"

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