Senior Problem Manager

So, what’s the role all about?

The Senior Problem Manager investigates production environment outage incidents, conducts root cause analysis, and implements corrective actions, including financial impact analysis. They oversee the Problem Management process, ensuring operational stability and consistency in incident management. They collaborate cross-functionally with Operations, Services, R&D, and Voice teams, and mentor junior team members, focusing on process improvement and technical resolution for post-mortems of high-priority incidents.

How will you make an impact?  

• Manage the Problem Management queue to address underlying causes of incidents and drive service availability improvement.
• Keep stakeholders informed through timely written and verbal communications.
• Conduct technical research and analyze existing systems to investigate reported problems.
• Serve as a liaison between Operations Team and infrastructure, development, and business groups to resolve critical issues.
• Drive improvement in problem management processes across geographically dispersed teams.
• Identify and resolve system availability issues.
• Monitor KPIs for Incident/Problem Management process effectiveness.
• Stay updated on technical architecture developments and adhere to company Code of Ethics and policies, communicating effectively with customers.

Have you got what it takes?

• Bachelor's Degree in Computer Science, Engineering, or Business Administration, or equivalent work experience required.
• 7+ years of incident management experience.
• Strong background in root cause analysis tools such as KT diagrams, Ishikawa diagrams, and 5 Whys.
• Strong documentation skills, including written documentation and diagrams.
• Excellent customer communication skills, capable of explaining technical issues to non-technical customers persuasively.
• Proven ability to build strong working relationships and drive collaboration across multiple business and technical teams.
• Ability to organize resources across different teams to resolve critical system issues.
• Experience applying technical analysis to solve customer-reported problems, with knowledge sharing capabilities in a team environment.
• Experience with web platforms and technologies (JavaScript, HTML/XML, Cookies, FTP/SFTP), familiarity with ITIL Foundations and/or Six Sigma certification, and strong analytical, organizational, and problem-solving skills.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 5741
Reporting into: Manager, ITSM
Role Type: Individual Contributor