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IT HUB Barcelona - Tech Lead Problem Management

IT HUB Barcelona - Tech Lead Problem Management

Esplugues Llobregat, B, ES, 08950

Esplugues Llobregat, B, ES, 08950

Position Snapshot

  • Location Barcelona 
  • Part of IS/IT Workforce 360 Customer Care Product Group  
  • Permanent contract  
  • Full-time work, virtual working available in a global environment 
  • Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area 
  • Demonstrated experience in a product-based IS/IT organization  
  • ITIL Practitioner with knowledge and experience any other Service Management framework 
  • 4+ years of experience in IS/IT Service Management, closest to the Business 

Position Summary

Under the supervision and guidance of your Senior Product Manager based in Barcelona, the Problem Management Tech Lead will be responsible to define, implement, maintain and improve the E2E Problem Management process and tool for IT globally. In this he works close with the ITSM Global Architect to address the improvements in an agile way. 

As receiver-obsessed you have the responsibility to work based on the best way of winning to manage problem management process according to the right purposes. You are accountable that the Problem MGMT process / framework is adhered within the IT organization by leveraging the Regional and Local Problem Managers network / community. 

You deliver process controls that support Nestlé's initiative to simplify the life of the receivers, standardize work across Nestlé markets and businesses and share above market in centers of scale and competency. You manage your stakeholders as well as the team(s) developing new capabilities related to problem management. 

How to keep Problems in Control?

The Problem Management Tech Lead must establish problem reviews where investigation into unresolved, unusual or high-impact problems justifies it. Their purpose is to seek improvements to the process and to prevent recurrence of incidents or mistakes covering: 

  • Trendanalysis, e.g. recurring problems and incidents, known errors etc; 

  • Close work with Release Management to address known errors closed in planned releases; 

A day in the life of...

  • Managing the Problem Management process and the lifecycle of all Problems Determine with Incident Management better way to handle Incidents to allow tracking and best Problem Management process (classification, root cause analysis, partner with teams, change & release) 
  • Working proactively with product owners and teams to prevent incidents from happening again using Problem Solving  
  • Supporting discussions to make temporary solutions (workarounds) available to Incident Management 
  • Ensure through clear KPIs, data and partnership that product teams develop final solutions for known errors 
  • Performing trend analysis of important services or historical incidents to adress improvements areas 
  • Close contact with peers in the Region´s to ensure consistency of the process usage 
  • Use the developed Communication process to inform Stakeholders about actual status of  workarounds, permanent fixes or progress of problems  

What Will Make You Successful?

  • 4+ years of experience in IS/IT Service Management (experience with ServiceNow would be an asset). 
  • Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.  
  • Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment 
  • Strong understanding of Service management process, mainly on incident, change and problem management 
  • Excellent understanding of business complexity and interdependencies 
  • Excellent English communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)  
  • Inspires teams and customer visions 
  • Able to create & maintain strong relationships with partners 
  • Experience having worked in a global environment and with virtual teams 
  • Can do attitude 

Position Snapshot

  • Location Barcelona 
  • Part of IS/IT Workforce 360 Customer Care Product Group  
  • Permanent contract  
  • Full-time work, virtual working available in a global environment 
  • Bachelor’s degree or higher, preferably computer science, engineering, business administration or related area 
  • Demonstrated experience in a product-based IS/IT organization  
  • ITIL Practitioner with knowledge and experience any other Service Management framework 
  • 4+ years of experience in IS/IT Service Management, closest to the Business 

Position Summary

Under the supervision and guidance of your Senior Product Manager based in Barcelona, the Problem Management Tech Lead will be responsible to define, implement, maintain and improve the E2E Problem Management process and tool for IT globally. In this he works close with the ITSM Global Architect to address the improvements in an agile way. 

As receiver-obsessed you have the responsibility to work based on the best way of winning to manage problem management process according to the right purposes. You are accountable that the Problem MGMT process / framework is adhered within the IT organization by leveraging the Regional and Local Problem Managers network / community. 

You deliver process controls that support Nestlé's initiative to simplify the life of the receivers, standardize work across Nestlé markets and businesses and share above market in centers of scale and competency. You manage your stakeholders as well as the team(s) developing new capabilities related to problem management. 

How to keep Problems in Control?

The Problem Management Tech Lead must establish problem reviews where investigation into unresolved, unusual or high-impact problems justifies it. Their purpose is to seek improvements to the process and to prevent recurrence of incidents or mistakes covering: 

  • Trendanalysis, e.g. recurring problems and incidents, known errors etc; 

  • Close work with Release Management to address known errors closed in planned releases; 

A day in the life of...

  • Managing the Problem Management process and the lifecycle of all Problems Determine with Incident Management better way to handle Incidents to allow tracking and best Problem Management process (classification, root cause analysis, partner with teams, change & release) 
  • Working proactively with product owners and teams to prevent incidents from happening again using Problem Solving  
  • Supporting discussions to make temporary solutions (workarounds) available to Incident Management 
  • Ensure through clear KPIs, data and partnership that product teams develop final solutions for known errors 
  • Performing trend analysis of important services or historical incidents to adress improvements areas 
  • Close contact with peers in the Region´s to ensure consistency of the process usage 
  • Use the developed Communication process to inform Stakeholders about actual status of  workarounds, permanent fixes or progress of problems  

What Will Make You Successful?

  • 4+ years of experience in IS/IT Service Management (experience with ServiceNow would be an asset). 
  • Organization: Above-average organization and prioritization skills, with the ability to juggle multiple responsibilities at the same time.  
  • Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment 
  • Strong understanding of Service management process, mainly on incident, change and problem management 
  • Excellent understanding of business complexity and interdependencies 
  • Excellent English communication skills applied with different stakeholders, nationalities and mediums (face-to-face and remote)  
  • Inspires teams and customer visions 
  • Able to create & maintain strong relationships with partners 
  • Experience having worked in a global environment and with virtual teams 
  • Can do attitude 

Apply now »
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