HPOpenview (#8646992) in Boston, MA

Systems Administrator III - Problem ManagerJob Description:1. Problem Identification - Analysis of any incident that indicates reoccurrence, and leads to a significant volume or trend.2. Problem Classification - Classification of problems accompanied by an impact analysis, which determines the seriousness of the problem and its effect on the services (urgency and impact). 3. Problem investigation and diagnosis - working with Tier II teams to come to a consensus on root cause.4. Developing and maintaining Problem Control and Error Control procedures. 5. Assessing the efficiency and effectiveness of Problem Control and Error Control. 6. Providing management information and using it to proactively prevent the occurrence of incidents and problems. 7. Managing Problem Management personnel. 8. Obtaining the resources for the activities. 9. Developing and improving Problem Control and Error Control systems. 10. Conducting 'Post Mortems' or Major Problem Reviews. 11. Analyzing and evaluating the effectiveness of Proactive Problem Management. Comments:Depending on specific circumstances it is expected that a permanent position will be created in approximately 6 months.

Requirements:

Qualifications:1. Five+ years experience in production operations with large scale environments.2. Three years experience with Operations monitoring tools i.e.; HP Open View Operations, NNM, Service Navigator, OV IS, and HP tools.3. Problem Management & Incident Management - Intermediate Level4. Analytical thinking & great problem solving skills along with conceptual thinking.5. Five years operations experience with HP OV products including use in an operator role.6. Three years experience in customer service role defining customer requirements, delivering a solution, and insuring customer satisfaction.7. Extensive experience in IT with a strong understanding of the ITIL Framework and in particular, incident and problem management. Demonstrated ability in managing incidents and problems in a large complex organization which is highly service oriented. 8. Demonstrated pro-active approach in analyzing technical incidents and problems across a broad range of systems, while monitoring trends, recommending improvement to processes and ensuring implementation of corrective action occurs to reduce likelihood of incident/problem reoccurring. 9. Demonstrated excellent written, oral and interpersonal communication skills with the ability to effectively consult and negotiate with individuals and management in a number of business units including third parties, and capable of exerting effort and information from all levels of staff. 10. Knowledge and understanding of service management elements; release, change and availability management coupled with knowledge of technology infrastructure and business usage. 11. Demonstrated ability to breakdown technical issues within a complex managed IT environment comprising of networks, firewalls, operating systems and office productivity tools. Identify reasoned solutions as well as the ability to highlight technical issues and opportunities via effective management reporting. 12. Exposure to service level management tasks relating to service measuring and reporting against SLAs. Experience in helpdesk systems and call handling processes (preferably HP Openview Service Desk).


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