The CIO group is responsible for all Network, Telecommunications, Infrastructure, Systems, Security and Support services globally. This group of highly skilled and technical individuals plays a vital role in ensuring business success through product and service management, provisioning, and uptime of these vital services.
You will work for the Service Management Office (SMO), the team in charge of the Production Operation Support. As an online (always-on) business, any service downtime has a direct and measurable impact on turnover and revenue; therefore, all CIO functions are 24×7 and work together to safeguard the business’s products and services, ensuring uptime is maintained.
As SMO Problem Specialist, you will be expected to ensure that standardized methods and procedures are used for efficient and prompt handling of all problem and known issues in order to minimize the impact of any related Incidents upon service.
The role includes responsibility for the investigation of ongoing problems, dissemination of workarounds and resolution advice leading to timely closure.
Day to day responsibilities run around reactive and proactive problem records. Reactive problem management requires your immediate involvement after service-impacting incidents and ensuring the root cause analysis is carried out in a structured and methodical way and that all remediation activities identified are completed in a timely manner, overall reducing the risk to the organizations technology systems. Under proactive problem management you will be focused on analysis and trends, creating proactive initiatives across the technology environments and teams to drive improvement initiatives which are result-driven for company business.