Problem Manager

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™.

They are a USD 6 billion company with 163,000+ professionals across 90 countries, helping 1279 global customers, including Fortune 500 companies. They focus on leveraging next-generation technologies, including 5G, Blockchain, Metaverse, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, on enabling end-to-end digital transformation for global customers.

Our client is one of the fastest-growing brands and among the top 7 IT service providers globally. Our client has consistently emerged as a leader in sustainability and is recognized amongst the ‘2021 Global 100 Most sustainable corporations in the World by Corporate Knights. 

We are currently searching for a Problem Manager (ITSM/ITIL):

Responsibilities:

• Manage the full lifecycle of IT problems, from detection to resolution.
• Set and monitor target dates for problem-related tasks, ensuring timely resolution in accordance with global IT problem management standards.
• Analyze incidents to identify root causes and prevent recurrence, contributing to overall IT service stability.
• Conduct proactive reviews of previous incidents and problems to initiate the problem management process.
• Ensure that Problem Records are properly created and linked to related Incident Records in ServiceNow.
• Maintain accurate and complete problem records, including all required fields and updates.

Requirements:

• Bachelor’s degree or equivalent.
• Intermediate level of experience in ITSM and problem management.
• Strong knowledge of ITSM frameworks, specifically ITIL.
• Excellent verbal and written communication skills.
• Ability to analyze complex technical issues and build clear timelines from available data.
• Effective teamwork and collaboration abilities.

Languages:

• Advanced Oral English.
• Native Spanish.

Notes:

• Hybrid (Mexico City).

If you meet these qualifications and are pursuing new challenges, Start your application to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/.