Akkodis is seeking an Problem Manager our client based in Evansville, IN
Pay Range: $45-$50/hr on w2 without benefits. The rate may be negotiable based on experience, education, geographic location, and other factors.
Top 3 skills:
Communicator, Analytics, Problem Solving
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.
- 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.
Equal Opportunity Employer/Veterans/Disabled
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.
To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance