Problem Manager - #398905

Job Description

Company Description

The eID Solutions business, comprising over 200 colleagues, is at the forefront of creating secure identity solutions and new innovative services of tomorrow leveraging modern technology. Our state-of-the-art solutions empower private and public sectors to deliver fast, secure, and compliant digital services to their users. We are the trusted supplier of the Danish national ID infrastructure MitID and are expanding internationally through strategic relationships with banks, merchants, and the public sector. Together we transform the way people identify. eID Solutions is part of the Nets Nexi Group – the European PayTech.

Why join us in 2024?

Think of the digital tools we use daily - from virtual shopping to contactless payments. They're shaping our future. Join us to influence the future of digital banking in an innovative environment. With our global merger, the opportunities for personal growth and collaboration are immense.

If you join us in the role of Problem Manager, this is what you can expect from us:

• Attractive salary and an overall competitive package
• Well-structured training for the job and constant support from your manager
• Hybrid way of working
• Flexible work hours
• Home equipment allowance
• Equipment needed for the role (laptop and mobile phone, including monthly mobile phone subscription)
• Health and Dentist insurance
• Referral bonuses for recommending new team members to join the company
  
  

About Your Future Role

As a Problem Manager, you will be responsible for identifying, documenting, and resolving recurring problems within the IT infrastructure to prevent future incidents. This includes analysing incident records, identifying patterns or trends pointing to underlying problems, and coordinating with IT teams to develop long-term solutions. You will be part of an open and sharing community of highly skilled professionals across eID solutions.

Your primary responsibilities will be:

• Problem Analysis and Resolution: Lead the effort to minimize the adverse impact of incidents and problems on the business and prevent recurrence of incidents as part of continuous improvement.
• Communication and Collaboration: Own the flow of communication during problem resolution, ensuring all stakeholders are informed of progress and outcomes. Collaborate closely with IT teams, vendors, and business units to facilitate effective problem management processes.
• Service Improvement: Work towards improving service quality by reviewing and analyzing performance against Service Level Agreements (SLAs). Identify areas for improvement in the IT service delivery process and implement strategies to address these areas.
• RCA Creation and Ownership: Create and own Root Cause Analysis (RCA) processes. Efficiently lead RCA efforts, identify underlying causes of major incidents and implement corrective actions to prevent recurrence.
  
  

What makes you the best person for this job?

As you read about the role, are you eager to learn more? If so, review the qualifications that fit you for the position. Remember, beyond your skills and experience, it's your potential that sets you up for success in your daily tasks.

Qualifications needed to be successful in this role:

• Analytical Skills: Strong analytical and problem-solving skills to identify root causes and develop effective solutions.
• Technical Knowledge: A solid understanding of IT infrastructure, systems, and processes. Familiarity with IT service management principles and practices, with knowledge of ITIL frameworks version 3 and 4.
• Communication: Excellent communication skills, with the ability to articulate complex technical issues clearly to a variety of audiences.
• Leadership and Initiative: Proven ability to lead and manage projects independently, taking initiative to drive improvements in the problem management process.
• Adaptability: Ability to work in a dynamic environment and adapt to changing priorities.
  
  

In addition to this, it will be an advantage having experience with:

• Management of root cause analysis or Major Incidents in a large international organisation.
• ITIL certification above foundation level.
• Proven senior stakeholder management in organisations with public stakeholders.
• Certification within problem management method or best practice framework.
  
  

Apply now!

If this opportunity resonates with you, we'd love to hear from you! Please apply at your earliest convenience. We'll be reviewing applications continuously and closing the position once we've found the right fit. We are committed to creating a diverse culture where talents from all walks of life can feel like they truly belong.

By exploring this job opening, you're one step closer to joining us. We're excited to learn more about you!

If you are curious about working with us, but feel this is not the right role for you at this time, please join one of our communities following this link: www.nets.eu/careers/Pages/nets-job-openings.aspx#Communities

This way, we can stay in touch for future job openings.

We look forward to getting to know you!