Technical Architect - Problem Management

Work
Location: New York City, NY

Desired
skills and responsibilities:

Problem
Management: manage Problems, to ensure that these are diagnosed, logged and
escalated to appropriate and consistent quality standards; co-ordinate Service
Desk, IT staff and Customers to ensure accurate and appropriate communications
during Problems Major
Incident Management: co-ordinate with Service Desk and Incident Co-ordinator in
the identification of Major Incidents; manage Major Incidents, to ensure that
these are diagnosed and escalated to appropriate and consistent quality
standards; co-ordinate Service Desk, IT support staff and Customers to ensure
accurate and appropriate communications during Major Incidents Post
Mortem Reviews: call and chair Post Mortem Review meetings following Major
Incidents; issue a written Post Mortem report to IT management; ensure Post
Mortem actions are completed in a timely manner Trend
Analysis: produce trends analysis of recurring Problems/Incidents - extract
trends on Incident types, Customer types, key problem areas, depts, hardware
types etc; hold regular meetings with IT support groups to review recurring
Problems and press for final resolutions - or escalate; produce 'Escalation
Reports' on recurring issues and issues not being resolved. Customer
Interface: delivering & managing high standard communications across
Customers and IT to ensure that Problems are dealt with by priority and
customer needs, providing regular communications to Customers across the
organisation; provide a practical representation of the Customer view within IT
and the Service Centre; attend Customer meetings, review SLA performance