Problem Management Resume Sample
Leanna Rippin
57240 Krystel Park,
Detroit,
MI
+1 (555) 418 8265
Work Experience
Problem Management Lead
07/2016
-
PRESENT
Phoenix, AZ
- Ensures continuous collaboration with IT Operations Management and other BTS areas
- Developers and Management
- Front Office Support Teams
- Database Administrator Teams
- Server Administrator Teams
- Application Development Teams
- Risk and Controls teams
Incident & Problem Management
01/2009
-
01/2016
New York, NY
- Vendor Incident/Problem teams
- Partner’s with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI. Works closely with GTI Towers and Service Owners
- Own resolution of thematic issues from analysis through implementation and closure
- Execute analysis and appropriate research to identify thematic issues, uncover true root cause and prioritize problems for resolution
- Document business cases and drive solutions by articulating value and influencing the CIB technology organization to adopt and implement proposed solutions
- Partner with technical SMEs ensure that proposed solutions viably resolve issues and can be implemented
- Execute detailed analysis and appropriate research to identify thematic issues, uncover true root cause and prioritize problems for resolution
Problem Management
02/2006
-
11/2008
New York, NY
- Lead the delivery and rollout of solutions defined by the Problem Owners
- Organize virtual cross organizational team to define end to end executable plans
- Continually automate and optimize the delivery process to achieve efficiencies wherever possible
- Senior member of a Problem Management team responsible for executing an enterprise problem management process and maintaining the Known Error Database (KEDB)
- Perform problem management following the enterprise process of detection, isolation, cause, and resolution of application system and infrastructure faults
- Identify the underlying root cause of problems
- Perform predictive modeling and trend analysis activities to anticipate future service degradation or disruption
- Develop solutions, including requirements and interface definitions, to implement corrective actions and resolve complex technical issues and problems
- Proactively monitor outstanding problems and their status to facilitate introduction of corrective measures
Education
Strayer University - Baymeadows Campus
2001 - 2005
Bachelor's Degree in Management
Professional Skills
- Strong People Management skills with proven experience of managing teams including off-shore and outsourced resources
- Strong organization, planning and analytical skills
- Strong organizational, and troubleshooting skills
- Excellent written and verbal communication skills for communicating directly with executive management and customers
- Excellent analysis skills – E.g. Kepner Tregoe, Ishikawa, pareto analysis
- Detail oriented with strong analytical, organizational, and problem identification skills
- Strong organizational skills - the ability to effective manage multiple tasks simultaneously
How to write Problem Management Resume
Problem Management role is responsible for software, mainframe, retail, training, integration, database, security, compensation, trading, architecture.
To write great resume for problem management job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Problem Management Resume
The section contact information is important in your problem management resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Problem Management Resume
The section work experience is an essential part of your problem management resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous problem management responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular problem management position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Problem Management resume experience can include:
- Experience working at the Pentagon, Joint Base Andrews (JBA), and Joint Base Anacostia-Bolling (JBAB)
- Experience interacting to different levels of leadership
- Experience working in an ITIL-based enterprise IT environment
- Experience using ITSM tools, especially Remedy 9
- ITIL Certified or 3 years working experience as a Problem Manager
- Previous experience of working in a specific ‘Problem Management’ role – suitable to a FTSE100 business. (This is not a ‘Incident’ role)
Education on a Problem Management Resume
Make sure to make education a priority on your problem management resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your problem management experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Problem Management Resume
When listing skills on your problem management resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical problem management skills:
- Good critical thinking and analysis skills, problem solving capacities
- Effective verbal and written communication skills; confident presenter, facilitator and public speaker
- Advanced PC skills including Microsoft Excel, Word, and PowerPoint
- Demonstrate experience of owning a ‘Problem’ end to end – and relevant interactions
- .Demonstrate a business focused mind set, with strong emphasis on teamwork and efficiency
- Proven track record of working collaboratively to improve the customer's experience
List of Typical Experience For a Problem Management Resume
1
Experience For Problem Management Lead Resume
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
- Collaborate with functional leads involved in each problem and corrective action to ensure the resulting improvements completely address the root cause
- Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
- Identify problems through the review and focus on optimizing processes
- Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
2
Experience For Incident & Problem Management Resume
- Create and deliver content regarding service disruptions
- Ensure recurring incident resolution is addressed with urgency
- Manage and maintain information stored in the problem database including workarounds
- Produce MIR’s for all P1 incidents (and P2, depending on the contractual agreement)
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution
- Prepare statistics, KPI and trend reports for use in the problem management process
- Coordinate, convene and facilitate major incident and problem review meetings
- Ensure that the problem management information reflects accurate information and is complete
3
Experience For AVP, Problem Management Resume
- Develop trend analysis and prepare service level improvement plans to address identified gaps
- Ensure problems are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation
- Identify and development opportunities to mature the Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks
- Providing team coverage throughout the trading day from 07:00 to 19:00 EST (on a rotational basis of early and late shifts shared with the other Incident Managers in the team)
- Management of Major and Severe business impacting incidents primarily involving large scale infrastructure issues or high risk data / application issues. This includes
- Prioritization of ECC resources for sales and trading / retail related (i.e. business critical) incidents
- Escalation to Senior IT Management
4
Experience For Quality & Problem Management Senior Specialist Resume
- Work with sales and trading / retail business unit aligned IT teams to coordinate critical business events (e.g. running pre-emptive technical calls for index rebalances, fiscal announcements, etc)
- Wide technical experience – preferably in leadership or a domain expert contributor role in an application support or infrastructure organization
- Reporting the Firm's status to senior IT Management and other recipients
- Participation in the teams oncall rotation when sufficient team experience has been gained. Note coverage is follow-the-sun which substantially minimizes the oncall requirement
- Assist in driving educational, training and communication programs surrounding the ECC
- Knowledge of Air Force, Pentagon, and/or AFNCR
- Develop collaborative relationships across all organizational levels
5
Experience For Problem Management SME Resume
- Navigate complexity and facilitate collaborative, cross-functional solutions
- Translate complex issues in an understandable, organized way
- Have at least 7 years of experience in a senior role in the service integration or the service delivery of complex technical environments involving primarily outsourced service providers
- Services: Manged LAN VPN and IPNet (Private Internet), QOS, Business VPN (IPVPN)
- Router types: Cisco all chassis, Juniper MX PEs,
6
Experience For Problem Management Manager Resume
- Protocols: IP, IPX, DLS, Metro Ethernet Access, Wireless, Multicast etc
- WAN protocols: X.25, Frame Relay (FR), ATM
- Remote Access: PPP Dial (ISDN/PSTN)
- ITIL v3 certified, Microsoft Certified Professional, with 3-5 years’ of experience in developing, implementing, supporting and training various processes including configuration and/or enhancements to existing systems, infrastructures and applications
- Strong interpersonal skills, attention to detail; and strong organizational skills. Excellent verbal and written communication and listening skills required
- Understanding of IP network infrastructures and experience with service level agreements
7
Experience For Enterprise Problem Management Resume
- Experience with performing and coordinating root cause analysis and trend analysis
- Time sensitive communication
- Internet, IP security
List of Typical Skills For a Problem Management Resume
1
Skills For Problem Management Lead Resume
- Knowledge and experience of OEM 12c including Patching, Provisioning, Compliance, Monitoring and configuration management
- Experienced on interacting with a demanding customer focused service delivery organization
- Good interpersonal & relationship building
- Working experience in operations, data analysis or business controls, preferably in banks or financial institutions
- Have at least 7 years of experience providing operational problem management in the delivery and management of global large scale IS Services
- Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment
- Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
- Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
- Demonstrated ability to identify and execute process improvements and efficiency gains
2
Skills For Incident & Problem Management Resume
- Multi-task and make good judgments in a dynamic, high stress environment
- Previous technical infrastructure experience
- Good written & spoken English & Chinese (Cantonese & Putonghua)
- Equivalent job related experience with relevant technology
- Maintaining a professional demeanor and attitude while being aggressive
3
Skills For AVP, Problem Management Resume
- Understanding of Database use relating to the access, use, integrity, security and storage information
- Working knowledge of HP Service Manager, ServiceNow or other Service Management tools
- Understanding of a range of Storage Technologies
- Routing Protocols: OSPF, IGRP, EIGRP, BGP4,MPLS
- Responsible for testing activities related to development of test cases and test reports for user acceptance testing and back-office training
4
Skills For Quality & Problem Management Senior Specialist Resume
- Ensure end to end problem management processes are coordinated and performed according to agreed processes
- Formally close problem records. Plan, execute and document appropriate follow up activities relating to Major Problem reviews
- Well-developed technical aptitude; knowledge and understanding of services provided by IT departments
- Enthusiastically find opportunities for improving Our process “Faster, Better, Cheaper”
- Help establish, cultivate, and grow nurturing relationships with global business and technology organizations
- Active and Agile Listening
- Technical documentation of configuration in CMS according to requirements
5
Skills For Problem Management SME Resume
- Complete management information and reporting on a regular basis; create, analyze and distribute incident and problem management reports
- Knowledge of Service Management Toolsets including Service NOW
- Respond to outages during non-traditional work hours to support business needs
- Perform process re-engineering to mature/automate processes where applicable
- Well-trained specialist working in a proficient environment
- Mentor and assist team members to improve
- Work collaboratively with the company’s other IT infrastructure teams
- Follow agreed Live Services architectures, processes and standards to
- Create, coordinate, liaise with appropriate resolver groups to ensure timely resolution of problems within agreed SLA targets. Ensuring support teams drive root cause investigations through to the implementation of a solution with sufficient rigour to prevent repeat incidents
6
Skills For Problem Management Manager Resume
- Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to resolving problems, root cause analysis, monitoring trends and providing problem-related data and insights
- Proactive communications with all internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability
- Identify opportunities for improving service operations processes to drive cost and process efficiencies
- Foundation certification and working knowledge of ITIL V3 Service Management Framework with specialization on Incident and Problem Management processes
- Update and maintain the Known Error Database
- Contribute to design and development of Problem Management processes, tools, templates, documents and reports
7
Skills For Enterprise Problem Management Resume
- Provide education, guidance, support, to ensure adoption of and adherence to problem management processes
- Stay calm and work under pressure in stressful situations
- Technically savvy with working knowledge of leading technologies used in a modern and progressive IT environment. Experience in system support, administration or design required
- Business acumen and customer service savvy
- Lead support teams to address and resolve outages
- Collaborate with local, regional, and global family of partner incident managers to share knowledge of people, process, and technology
8
Skills For Problem Management Head ICG Resume
- Exercise influence over a wide variety of individuals at all levels of technical & business leadership
- Update project documentation URS and FDS (guides etc.)
- Responsible for set-up of reports in PL/SQL based on defined requirements
- Specialise in technical and functional system set-up
- Configuration of CMS based on defined design documents
- Support to internal stakeholders System Management and Consultants
9
Skills For Major Incident & Problem Management Manager Resume
- ITSM Process design and implementation
- Knowledge of data Storage for physical and VM servers
- Knowledge of methodologies such as Lean Six Sigma, COBIT, Prince 2
- Display a flexible attitude to work – Due to high critical global nature of the work it not unusual for the team, on occasions, to work beyond the usual EMEA core hours
- Problem Solving /Root Cause Analysis
- Analyze, interpret and present findings in a clear, concise manner
10
Skills For Global Problem Management Resume
- Technical aptitude. To demonstrate this, an understanding of technology used in Investment Banking is required (i.e. one or more of the following: Unix / Linux, Windows, storage, networking, databases, IT security, market data, web / intranet infrastructure, messaging, mainframe or sales and trading application support)
- Perform intense data analysis and identify patterns (AKA thematic problems)
- Plan out the remediation strategy, roadmap and programs to solve CIB problems
- Influence Senior Management and stakeholders to approve and prioritize thematic programs above other critical application Stability initiatives, and to commit resources
- Drive thematic programs and remediation to successful completion; remove roadblocks
- Partner with the right global and x-LOB SME’s to build the strategy and viable, sustainable solutions for our thematic problems
- Partner well with Application Development and Production Management teams to understand business impact and implement solutions
- Knowledge of current enterprise IT technologies including hardware, software, servers, directory services, networks, storage, databases, workstations, phones, etc
- Currently possess a DoD Secret security clearance or higher
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