Problem Manager

4 weeks ago

Toronto ON, Canada Score Media and Gaming Inc. Full time

About the Role & Team
As part of the theScore team, you will be working with a team of smart, friendly, and dedicated Engineers, Product Managers and Designers determined to deliver some of the best apps the market has to offer. We want you to be challenged and to get the full experience of what it’s like to work at theScore We are looking for a Problem Manager to join our Incident Management team, to work cross-functionally across engineering, and be the front line for problem management improvements. This role will be immersed in the ITIL methodology to focus on eliminating repeating issues.

About the Work
  • Manage the lifecycle for all high priority Problem Management tickets
  • Conduct and coordinate After Action Reviews (retrospectives / post mortems) after all Major Incidents.
  • Collaborate with support teams, service owners and impacted IT stakeholders/partners to identify all technology or process/procedure gaps contributing to IT service outages as well as the remediation plan needed to avoid recurrence
  • Partner with key stakeholders regarding identified trends to track and to close gaps
  • Create and manage known error database entries
  • Your time will be split between two work streams
    • Kanban scrum for Problem Management work / projects
    • Facilitating post mortem calls with attention to detail and great communication
  • Project work that provide services to our stakeholders encompass:
    • Developing, refining and documenting Problem Management operation policies, processes and procedures
    • Create and manage known error database entries
    • Assist in developing a defined process on how to manage the post mortem process.
    • Identifying areas of the problem management process which are ideal for automation in order to reduce toil.
    • Work directly with Engineers to ensure best practices around design and development, source code control, and issue tracking.

About You

  • 5 plus years experience in a similar role related to Problem Management
  • Incident Management and Problem Management
  • Demonstrated ability to facilitate and manage often contentious, cross discipline reviews of root cause and gap analysis and recap discussion and decisions made concisely and accurately
  • Demonstrated ability to foster collaboration across multiple teams, skill sets and personalities
  • Experience with leveraging a variety of root cause investigation methodologies
  • Experience with Agile practices (JIRA / Confluence)
  • Experience knowledge with AWS, GCP, and/or on-premise.
  • Ability to work independently and learn quickly.
  • A bachelor’s degree in computer science, engineering, and/or similar experience.
  • Strong written and verbal communication skills
  • ITIL V3 or V4 certification

What We Offer

  • Competitive compensation package.
  • Fun, relaxed work environment.
  • Education and conference reimbursements.
  • Parental leave top up.

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