Problem Manager

Description:
OneMain Financial is the country's largest lending-exclusive financial company, proudly serving millions of customers with safe, affordable and transparent installment loans. Our customers turn to us every day-online and at 1,500 branches in 44 states-to help them take control and improve their financial lives with solutions for debt consolidation, medical expenses, household bills, home improvements and auto purchases. Our talented and dedicated team members constantly look for responsible ways to serve our customers when, where and how they want. It's all about doing the right thing-a mission that hasn't changed for more than 100 years.
ADDITIONAL INFORMATION
Position is hybrid - Onsite in office (Tuesday, Wednesday, Thursday)
Candidates must live within 50 miles of a OneMain office near Irving TX, Evansville IN, or Charlotte NC
Top 3 Skills: Communicator, Analytics, Problem Solving
Possibility of conversion to FTE

Skill/Experience/Education:

Mandatory:
The Problem Manager position will report into the Operational Excellence team. This role will be responsible to drive processes for analyzing root cause of incidents, identifying corrective actions and tracking them to closure. Responsibilities The resource will be assigned to a domain (which is a grouping of applications, for example: Digital apps) Ensure all closed incidents in this domain have a related problem ticket. (Focus more on P1, P2 & P3 incidents initially). Schedule and facilitate a formal "PIR" (Post Incident Review) after the resolution of every significant incident (P1, P2, P3). Invite all key participants from the incident response & resolution as applicable (L2, L3, Monitoring Analysts, Incident Commanders, Scribes, Infra, Network, Helpdesk, etc). Conduct RCA within set SLA turnaround times Conduct extensive problem analysis with attention to detail for all problem tickets within the assigned domain. Dig deeper and ask the 5 Whys. Prioritize problem tickets linked to incidents in this order: P1s, P2s, P3s, P4s. Assign action items and follow up with other teams to drive closure for: Resolving the underlying root cause with technology Addressing any process or training gaps Improving logging, monitoring & alerting so that we can detect a potential issue before it occurs, and/or diagnose & resolve it faster Addressing other areas that may have a similar problem. Capturing any longer-term approaches Updating SOPs and other knowledge management articles Determine solution workarounds until all action items are closed Coordinate reporting of open problems, aging problems, recurring impact from problems, closed problems, etc. Include categorization, overall reporting and domain specific reporting. Show trending. Facilitate meetings with other teams to share the reporting and drive toward closure on all Problem tickets in this assigned domain. Build out Knowledge Management. Write articles, manage articles, enable self service through knowledge. Be Proactive: Identify problems based on trend analysis from past incidents (heavy hitters) & monitoring data. Open problem tickets if they don't already exist and follow through.

Desired Skills:
Bachelor's degree in Computer Science, Information Technology, or Related field Minimum experience of 2 years working in a Technology organization Analytical mindset and ability to grasp complex topics Understanding of application and infrastructure stacks and technologies Excellent verbal and written communications Intermediate experience with Microsoft Office (Visio, Excel, Word, PowerPoint, Outlook) Ability to multi-task with multiple priorities Proven ability to establish and maintain positive customer and team member relationships Nice To Have: ITIL training certification Extensive experience with Problem Management and Incident Management Experience as a user of the ServiceNow platform

EEO:

"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."