Problem Manager

  • location: Sunnyvale, CA
  • type: Contract
  • salary: $66 - $72.60 per hour
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job description

Problem Manager

job summary:
Position Summary

  • Working with cross-functional teams, the Problem Manager delivers effective problem management for Walmart?s Global e-Commerce sites working toward solutions in response to and in prevention of site incidents that effect revenue and customer experience.
 
location: Sunnyvale, California
job type: Contract
salary: $66.00 - 72.60 per hour
work hours: 9 to 6
education: Bachelors
 
responsibilities:
Responsibilities

  • Manage the lifecycle of problems from identification, root cause analysis to the completion of remediation tasks of problems resulting from incidents in production
  • Identify incident trends in production and initiate and manage proactive projects to prevent problems from occurring
  • Interface with other site production management work streams (Incident, Capacity, Change) to highlight problems and initiate remediation activities
  • Perform trend analysis and pinpoint potential high-risk areas, and initiate resolution activities based on statistical data provided by Problem & Incident Management teams
  • Track the implementation of problem resolution tasks
  • Conduct regular Problem Management meetings to track progress and highlight issues
  • Escalate high priority and major problems not resolved within defined timeframe to team leaders and/or Walmart Global e-Commerce Management
  • Actively promote effective problem management throughout GeC
  • Provide problem management?s requirements and interests to tool development and support teams
  • Reporting
  • Identify adequate KPI(s)
  • Create and continuously improve KPI(s) for Performance Reporting
  • Regularly review KPI definition and requirements
 
qualifications:
  • Bachelor's Degree in CS or similar field of study OR work equivalent
  • 3+ years in Problem Management, Site Reliability or Site Availability role
 
skills: Qualifications

  • 5+ years experience in an e-commerce, global IT or engineering environment
  • 3+ years in Problem Management, Site Reliability or Site Availability role
  • Working knowledge of incident tracking tools such as Jira, ServiceNow, Remedy, etc.
  • Strong analytic/diagnostic skills and attention to detail
  • Strong communications skills and ability to interact effectively with senior management
  • Strong sense of urgency
  • Strong communication and influence skills
  • Ability to interact successfully with a global team in multiple time zones
  • Ability to influence across the organization
  • ITIL V3 Foundation a plus
Minimum Qualifications

  • Bachelor's Degree in CS or similar field of study OR work equivalent
  • 3+ years in Problem Management, Site Reliability or Site Availability role
  • Strong analytic/diagnostic skills and attention to detail
  • Strong communications skills and ability to interact effectively with senior management

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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