Description We are offering a short term contract employment opportunity for a detail-oriented Project Manager in Plano, Texas. The role involves joining an established team of professionals in the Global Incident and Escalation team, who are responsible for leading and remediating high severity events with varying scope and impact. This role is crucial in the telecom provider industry, where you will be expected to collaborate across functions and groups to drive problem management.Responsibilities: Manage a set of metrics, including appropriate categorization to identify trends, clusters, and hotspots that will point to likely focus areas for the future incident prevention. Jointly own and lead post incident review discussions with the lead Incident Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people, and tools. Conduct Root Cause Analysis – Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners. Conduct detailed reviews on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome. Handle incoming requests and maintain onboarding and educational materials. Maintain Problem process documentation and publish complete Root Cause Messages. Work on related projects as needed and obtain internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure. Actively drive the creation and improvement of problem tickets in partnership with Incident Management. Influence across the organization with a focus on problem management. Requirements Demonstrated experience in a Project Manager role or similar capacity. Strong skills in Customer Service, Documentation, Reporting, and Operations. Proficiency in Materials Handling, Planning Processes, and Review. Experience in Supervising, Onboarding, and Implementation. Familiarity with Metric Reporting, Collaborating, and Business Process Functions. Knowledge of Cluster Analysis, Join Me, and working with External Partners. Technical skills in using Splunk and ITSM. Proficiency in Problem Management, Root Cause Analysis, and In-depth Analysis. Experience in handling Problem Tickets and Major Incidents. Proven track record in ensuring Customer success. Excellent communication and interpersonal skills. Ability to work both independently and within a team. Bachelor's degree in Business Administration, Project Management, or a relevant field. Relevant professional certifications would be an advantage. Strong problem-solving skills and ability to make decisions under pressure. Ability to manage multiple tasks and projects simultaneously. Proficiency in Microsoft Office Suite, especially Excel and Project. Demonstrated ability to meet deadlines. Strong leadership skills and ability to motivate team members. Excellent organizational and time management skills. Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .
Full-time