ITSM Problem Manager
Capco
ITSM Problem Manager
About the team:
At the Capco Technology Delivery Center, we are dedicated to the financial services industries. Our professionals combine innovative thinking with unrivalled industry and domain expertise to offer our clients consulting expertise, complex technology and package integration, transformation delivery, and managed services, to move their organizations forward. Through our collaborative and efficient approach, we help our clients successfully innovate, increase revenue, manage risk and regulatory change, reduce costs, and enhance controls. Our teams stay at the forefront of industry trends and technologies that are driving innovation. From strategy to launch, we are adept at delivering across the full product lifecycle.
About the Job:
As a member of the Capco Technology Delivery Team, you’ll bring practical knowledge of IT Problem Management methodologies and best practices. As an ITSM Problem Manager, you’ll use your experience and skills to contribute to the quality and implementation of our products for our customers.
What You’ll Get to Do:
- Develop a Problem Management process framework for IT Operations
- Implement and operate problem management framework
- Lead and coordinate efforts to perform root cause analysis and document short and long term solutions, working closely with technical teams and utilizing problem-solving techniques to ensure timely and effective resolution
- Coordinate and facilitate problem management meetings and discussions, involving relevant stakeholders to drive efficient problem resolution and prevent future incidents
What You’ll Bring with You:
- Strong RCA (Root Cause Analysis) skills to identify the underlying causes of IT problems and incidents. Ability to conduct thorough investigations, gather relevant data, and apply analytical techniques to determine root causes and implement appropriate corrective actions
- IT Service Management (ITSM) Knowledge: In-depth understanding of ITSM frameworks and best practices, such as ITIL (Information Technology Infrastructure Library), to effectively manage and improve IT services
- Communication and Collaboration: Excellent communication and collaboration skills to work closely with cross-functional teams, stakeholders, and service providers. Ability to clearly communicate problem-related information, escalate issues, and facilitate problem resolution.
- Technical Knowledge: Solid understanding of IT infrastructure, systems, and technologies relevant to the organization. Familiarity with hardware, software, networks, and databases to facilitate effective problem diagnosis and resolution.
- Willingness to work out of the NYC or Jersey City office 3 days per week.
Why Capco?
A career at Capco is a chance to help reshape the competitive landscape in financial services. We launch new banks, transform existing ones, and help our clients navigate complex change. As consultants, we work on the front-end business design all the way through to technology implementation.
We are the largest Financial Services focused consultancy in the world, serving everyone from global banks to emerging FinTechs, from strategy through digital transformation, design, business consulting, data and analytics, cyber, cloud, technology architecture, and engineering.
Capco is a young and growing firm. We maintain an entrepreneurial spirit and growth mindset, and have minimal bureaucracy. We have no internal silos that get in the way of your career opportunities or ability to focus on our clients and make a difference to the business. We offer the opportunity for everyone to learn rapidly, take on tough challenges, and get promoted quickly. We take pride in our creative, collaborative, diverse, and inclusive culture, where everyone can #BYAW.
We offer highly competitive benefits, including medical, dental and vision insurance, a 401(k) plan, tuition reimbursement, and a work culture focused on innovation and creation of lasting value for our clients and employees.
Ready to take the Next Step
If this sounds like you, we would love to hear from you. This is an opportunity to make a difference and contribute to a highly successful company with a significant growth trajectory.