ABOUT THE ROLE & TEAM:
The Senior Specialist Service Transition (Problem Management) plays a crucial role in the effective management and resolution of recurring incidents and problems within our operational IT environment. Your primary objective is to govern and drive the Problem Management process to minimize the impact of incidents on business operations by ensuring the root causes of problems are identified, analyzed, and resolved within the prescribed timeframes.
Reporting to the Manager, Service Management
WHAT YOU WILL DO:
- Lead the definition and evolution of the Problem Management process, ensuring adherence to ITIL best practices and organizational policies and requirements.
- Define and monitor key performance indicators, metrics, and escalation procedures, regularly reporting to management and stakeholders.
- Collaborate with the identified stakeholders to assess compliance, implement continuous improvement and conduct audits in alignment with IT and business objectives.
- Promote a culture of problem resolution through training, awareness programs, and integration of governance frameworks.
- Support the teams and stakeholders in the execution of the Problem Management processes: Problem identification and analysis, incident prevention, documentation, and reporting, Change management.
- Contribute to the development and maintenance of a knowledge base containing Problem resolution documentation, workarounds, and best practices.
- Ensure that knowledge is shared across the organization to empower teams in addressing problems independently.
EXPERIENCE:
- 5+ years IT Operations experience in large scale, mission critical enterprise heterogeneous infrastructure leveraging DevOps, SRE & Agile methodologies
- Bachelor’s degree in Information Technology, Computer Science or a related field
- ITIL Foundation certification or higher. Proven knowledge of the Problem, Major Incident, Change and Service Transition Processes.
- Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service.
- Experience implementing ITSM frameworks and supporting tools (including ServiceNow).
- Ability to lead technical discussions, briefing sessions and phone conferences.
- Demonstrated ability to communicate effectively and confidently at all levels i.e. in detail with technical staff, providers and present summaries with senior management.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
NICE-TO-HAVE:
- Aviation experience advantageous
WHAT WE OFFER:
SITA’s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:
🏡 Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
⏰ Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
🌎 Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
🌿 Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
🚀 Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
🙌🏽 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.
SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.