Manager IS Problem Management

Ensures timely escalation and resolution of production problems involving all IS systems, applications, computer equipment, hardware and software to meet or exceed Service Level Agreements. This includes effective communication, reporting, tracking, trending and follow-up.Evaluates, approves and assists in the coordination of Problem Management activities across IS and the business. This includes development, management, implementation, documentation and adherence to the SWAT, IS Issues and Incident Management processes. Monitors and assesses the occurrence of all critical issues to ensure they are handled as quickly and efficiently as possibleRuns or ensures management of crisis team meetings to facilitate the resolution of major system issues. Be available or ensure availability of crisis management personnel 24 x 7 x 365 Represent IT management for Priority 1 or 2 issues where requiredCommunicate outages and updates to key stakeholdersDefine root cause and resolution with the aid of Subject Matter Experts (SME's)Develops techniques and processes to avoid computer system issues and outagesBased on careful analysis of problem data, identify and recommend changes to the systems and the processes to improve the delivery of servicesRecognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion and system stabilityPerform data trending and report incidents as related to reactive and proactive problem management to ensure Staples IS / IT systems remain stabile Collaborate with Staples IS / IT groups to take corrective and preventative actionsEnsure Staples IS / IT groups identify root cause, work-around and/or permanent fixes for each incidentCoordinate with Incident Management process for high priority incidents to ensure proper identification, escalation and resolution of IS problems in a timely mannerEnsure closure of issues through the Incident Report and IS Issues processesProvide supervision for direct reports to ensure timely resolution of critical issues, and compliance with Problem Management processesEstablishes individual performance goals, reviews performance against goals and provides coaching for direct report Associate development Plans, approves and implements programs for timely development and progress of individualsPlans and recommends salary increases, as appropriate Manages Associate relations' issues, which may include justifications to HR for promotions, salary adjustments and or dismissals. Qualifications BS or BA degree in computer science, business administration, or related field is required2 years experience in a computer problem analysis continues improvement, or process re-engineering role Demonstrated skills identifying and resolving computer systems related inefficienciesStrong analytical skills that include the ability to collect and interpret computer performance data and problem and change ticket analysis for the purpose of identifying trends and recommending actionsHighly effective people relationship skills with an emphasis on conflict resolution and facilitationAbility to quickly learn production applications and service delivery requirements of business processesHighly organized and able to multi task with very strong written and verbal communications skillsPassionate about providing world class customer service and a highly energized self-starterExpert knowledge and understanding of problem management process and ability to validate problem analysts' conclusionsKnowledge of ITIL processes is recommended and is a large plusKnowledge of Remedy and Brio a plusExpert ability to identify, communicate with and elicit the support of other problem process participants and experts whose advice and/or assistance may be needed to achieve problem resolutionAbility to provide review, input and approval of communications needs related to a problem throughout the problem lifecycle as neededExcellent understanding of both applications and operations related technologies Apply