Problem Manager

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

The Problem Manager is responsible for executing all the activities within the Problem Management process. They will manage Problems, regardless of priority, through the lifecycle, performing root cause analysis to determine the best way to resolve/mitigate. In addition, they will proactively identify areas within Key’s technical environment that pose potential risk with a focus on identifying repair or mitigation.

The following objectives describe what the Problem Management process strives to achieve:

• Improve service quality through a proactive reduction of incidents.
• Identification of underlying root cause of service failures, including people, process, technology issues, to ensure appropriate action is taken for elimination.
• Management of permanent resolutions of issues and reduction of workarounds
• Properly document available workarounds and provide information to service partners.
• Proactively identify opportunities to prevent future incidents.
• Facilitation of critically impacting problems to ensure the highest standards of system availability are met for the consumers of technology.
• Minimize the impact of incidents that cannot be prevented.
• Ensure that permanent solutions are implemented and track and control results.

Essential Job Functions 

• Management and coordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management data and supplier / development documentation.
• Contributes to reporting and measures adherence to established KPI.
• Contributes to the improvement of the Problem Management process so that more problems can be analyzed, and corrective actions determined faster.
• Provide comprehensive overview of metrics to assigned groups. 
• Assist with the development of quality goals for assigned groups for problem reduction, change quality and quality of implementation.
• Manage or participate in larger projects involving Problem Management.
• Research alerts, problems, and trends in performance to identify improvement opportunities.
• Coordinates and executes process training.
• Prioritize problems to be resolved with the Incident Process Manager
• Designs and conducts regular audits of problem records for adherence to process standards and quality of documentation.
• Manages reviews/updates of process and procedural documentation.
• Collaborates with support partners to identify Problems with people, process, & technology

Required Qualifications 

• Clear understanding of ITIL and ITSM
• ITIL V3 Foundations Certification
• Six Sigma or Project Management experience or certification
• Previous experience as an Incident Manager or Problem Analyst/Manager
• Experience with ServiceNow
• In-depth understanding of technology environments and organizations.
• Proven ability to communicate directly and diplomatically with strong customer focus.
• Ability to use advanced problem-solving techniques to analyze for true root cause of problems and incidents.
• In depth knowledge of Problem and/or Incident management philosophies and tools.
• Effective virtual meeting facilitation skills
• Effective written and verbal communication skills
• Ability to make sound decisions based on logical reasoning.
• Ability to work in a stressful & high-volume environment.
• Bachelor’s Degree
• 7+ years prior experience in Information Technology

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $80,000 to $120,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 03/13/2025

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].