Detect-2-Correct Competency Center Problem Management Operations Expert

Job Description

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences. If you are looking for big, global challenges, Information Systems (IS) is the place to be. ABBs portfolio includes some of the most advanced power and productivity products and systems in the world. If you have the energy, discipline and intellectual firepower to succeed, you will find almost limitless opportunities to stretch your thinking, expand your horizons and build your skills as you work with people all over the world. Problem Management Operations Expert will help us transform our organization from silo thinking to value network thinking because she or he is an expert in handling problems in a professional, process driven manner across our various departments. If you are convinced that you can implement and operate problem management that will facilitate our way of working across our young multi-national ABB Global IS organization and further develop it, we should talk. Problem Management Operations Expert will report to the Global Problem Management Operations Lead.Your responsibilities

• Within the scope of problem management - as well as related cross-towers activities, act as single point of contact for service operations, including workload, root-cause and problem remediation status and any other aspects of day-to-day operations
• Fulfilling the role of a cross-tower and cross-service domain arbitrator to harmonize service delivery and prevent service disruption
• Strongly collaborates with various IS delivery organizations as part of problem investigation and engage the IS Partners / Internal teams / 3rd party suppliers (where applicable), working closely with SDMs and Tower Heads.
• Provide guidance, leadership and an escalation point on problem management process integration issues and risks
• Managing ticket backlogs and escalations for assigned areas of responsibility
• Within the scope of problem management, analyse and conclude on operational reports
• Facilitate requirements gathering and rollout of processes improvements
• Continuously improve the application of our global problem management practices by facilitating our suppliers and global technology tower personnel for cross towers activities; as well as manage process exceptions and feedback to any process improvement
• Identify potential for improvement from an end-to-end service perspective
• Perform proactive problem management activities including, but not limited to, regular trend analysis based on multiple sources and performing root cause analyses in collaboration with our suppliers to proactively remove faults that could lead to major outages.
• Living ABB s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Around 4-5 years relevant IT industry experience, with a focus on problem analysis, integrating and stabilizing hybrid operations in global organizations.
• Good understanding of an IS landscape especially for Information Security , as well as for Infrastructure and Applications.
• Experience in working in a collaborative manner and ability to be a great team player in a global environment.
• Comfortable with self-managing and self-driven working manner.
• ITIL V4 practitioner with previous experience in end-to-end management of incident, problem, change and configuration management.
• Experience in managing Crisis / BCP / Major / High Severity Incident Management and/or Reporting is a big plus.
• LEAN IT or Agile PM certification will be a big plus.
• Willingness to work in European time-zone, travel to ABB sites which may include multiple nights away from home (max 25%).

Keyskills :
root causemusic makingtrend analysisservice deliveryproblem analysisequipment supplyproblem managementservice operationsincident management