Problem Manager (Hybrid)

A retail company in Massachusetts is currently seeking an experienced IT professional to join their staff in Wilmington as a Problem Manager. This is a Hybrid opportunity requiring the qualified professional to work onsite at least one day a week (Mondays or Wednesdays).

• Securing an in-depth understanding of production issues and generating RFO reports
• Conducting interviews and retrospectives to clarify/corroborate the details of outages
• Following up after the implementation of resolution/mitigation steps, report on their success rates, and drive additional efforts, as needed
• Presenting outage event data to key stakeholders, business customers, and leadership
• Entering key information into an incident tracker
• Ascertaining potential change collision impacts and making recommendations to mitigate risks
• Tracking "known issues" impacting order volume and automation success rates
• Perform other duties, as needed

• Experience showcasing a strong knowledge of IT system flows, documentation, architecture concepts and ecosystem components (e.g., web servers, load balancers, firewalls, and network gear)
• Hands-on experience working with an ITSM/ticketing system (ServiceNow, Cherwell, Remedy, etc.)
• Microsoft Office Suite proficient (Excel, PowerPoint, Word, etc.)
• Solid problem solving and time management skills
• Great interpersonal skills
• Excellent communication skills (written and verbal)
• Strong attention to detail
• Highly organized

• 2+ years of experience in an enterprise IT support organization
• ITIL v3 Foundation Certification or equivalent knowledge and expertise of ITIL principles