Senior ITIL Problem Manager Drive Service Reliability

TD SYNNEX; Bogotá; Presencial; COP 283.751.000 - 409.862.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Elective Benefits

Career Development Programs

Life Empowerment Program

Descripción de la vacante

TD SYNNEX is seeking an experienced ITIL Problem Manager to lead Problem Management across the Americas, driving service stability, operational excellence, and continuous improvement initiatives.

This role is responsible for identifying recurring issues, conducting root cause analysis, driving remediation plans, managing major incidents when required, and partnering with technical teams to prevent service disruptions.

Formación

• 5+ years of experience in IT service management, with leadership of complex processes.
• Proven capability to lead Root Cause Analysis investigations (RCA).
• Experience managing enterprise-wide incidents and service improvement programs.
• Experience operating within large global or multinational environments.

Responsabilidades

• Lead end-to-end ITIL Problem Management across the Americas region.
• Identify recurring incidents and service disruptions through trend analysis.
• Facilitate RCA activities and problem review meetings; drive remediation actions.
• Lead Major Incident Management support and stakeholder communications during critical incidents.
• Develop operational and executive reporting using Power BI and ITSM tools; drive CSI initiatives.
• Collaborate with Infrastructure, Network, Security, Applications, Service Desk, and Operations teams; track accountability.

Conocimientos

ITIL Framework

Problem Management

Incident Management

Major Incident Management

Root Cause Analysis (RCA)

Change Management

Herramientas

EasyVista

SharePoint

Power BI

Descripción del empleo

TD SYNNEX is seeking an experienced ITIL Problem Manager to lead Problem Management across the Americas, driving service stability, operational excellence, and continuous improvement initiatives.

This role is responsible for identifying recurring issues, conducting root cause analysis, driving remediation plans, managing major incidents when required, and partnering with technical teams to prevent service disruptions.