Problem Manager София

Problem Manager
София

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.


Responsible for the overall execution of the Problem Management process, with specific functions or areas typically assigned.

Act as the operational representative of Problem Management across the organization, ensuring effective communication and collaboration.

Determine the validity of a problem and assess whether an investigation is required for resolution.

Monitor the effectiveness of the Problem Management process, analyzing trend reports to identify improvement opportunities and enhance overall problem resolution capability.

Ensure strict adherence to the Problem Management process, policies, controls, and select metrics by all process participants.

Oversee problem ownership to guarantee efficient and accountable problem resolution.

Monitor and report against defined Problem Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Develop and maintain comprehensive Problem Management documentation, procedures, and training materials.

Lead periodic data quality reviews of problem records, determining action plans to remediate any identified issues and uphold data integrity.

Act as the first level of hierarchical escalation for process-related issues, ensuring swift resolution and continuous improvement.

Update training materials, create awareness, and publicize new capabilities and procedures to stakeholders, ensuring appropriate skill level mapping.

Provide valuable input to the Problem Process Owner for the ongoing maintenance and improvement of the Problem Management process.

Deliver strategic account support by being a SPOC for Problem Management Practice and contributing to high end customer experience.

Participate in related Continuous Improvement initiatives within the different accounts.

Drive and govern all contract defined ITIL practices and initiatives and be the interface person towards customer and delivery engine.
Bachelor’s degree or relevant experience in IT support

Around 3 years proven experience in Problem Management or related roles.

Fluency in written and verbal English

Certification in IT Service Management (e. g. , ITIL).

Strong understanding of Problem Management processes and best practices.

Excellent communication and interpersonal skills.

Analytical mindset with the ability to identify improvement opportunities.

Proficiency in data quality review processes.

Commitment to continuous learning and knowledge sharing.

Ability to lead and facilitate training sessions effectively.

Time management skills and ability to work with tough deadlines.

Ability to handle multiple tasks at the same time without supervision and ability to prioritize.

ServiceNow knowledge is a strong advantage

MS Office
"At HPE, we deliver equal opportunities, flexible work-life balance and constantly evolving career growth as well as competitive benefits, salary and shared values and purpose.

HPE is an equal opportunity employer: minority, female, veterans, individuals with disabilities, LGBTQIA+ and affirmative action. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives and skills. We do not discriminate and all decisions are made on the basis of qualifications, merit and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. "