Problem Manager
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    Want to help shape the future of mobility? By joining our Service Platform Product Unit, you will support Product Development and IT Service Management to ensure we get the most out of our tools and services. You will be an essential part of the entire operation, keeping everything moving so we can continue innovating on a global, real-time scale.

    What you’ll do

    The role of the problem manager from operational side :

    - A Single point of contact for the assigned problem tickets
    - To assess and register the problem tickets with all relevant information
    - To drive all problems towards root cause identification and permanent fix - Conduct the post mortem & coordinate/drive between various support teams to identify the root cause of a problem and find a workaround or solution. Also, ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem, including well defined corrective/preventative action plans (People, process & technology elements). 
    - To document all information about problem investigation in quality way. 
    - To maintain inventory of problems under analysis and their current progress and status
    - To follow up issues and progress with problem owners and make sure there is a progress
    - To Communicate the key observations and escalate to management on-time. 
    - Highlight/showcase the underlying structural issues by correlating the problem tickets (patterns/trends and symptoms)
    - Responsible to drive the corrective/preventive actions with high risk to closure. Also, monitor the effectiveness of implemented corrective/preventive actions. 
    - To leverage the ITSM tools workflow (ServiceNow & Jira) for managing problem tickets in effective/efficient way. 
    - To focus more on the proactive problem management and prevent the repeated incidents/problems. To monitor the effectiveness of error control and makes recommendations for improvements.
    - To deploy expertise to increase the quality of problem investigation - Use of technique, methods and concepts to continuously improve the problem management life cycle.

    The role of the Problem Manager(PM) from process side :
    - to ensure that the processes are efficient, effective, and fit-for-purpose. Periodically review effectiveness and efficiency of the problem management process
    - To work closely together to ensure integration of the ITIL disciplines and their process-flows.
    - responsible for identifying opportunities for improvement and audits the use of the process on an operational level. 
    - To provide/generate the various KPIs/metrics to measure the performance of the problem tickets and showcase the highlights/lowlights and improvements. Monitors problem management performance metrics and Key Performance Indicators (KPIs)
    - responsible for managing the output of the process according to the Service Level Agreements
    - to act as a guardian of the quality of the discipline and are responsible for ensuring that processes are used correctly.
    - To develop and improve Problem Control and Error Control procedures
    - To define and maintain the problem management procedure
    - To help devops team to effectively implement the problem mgt process by showcasing the importance of problem investigation and related preventive actions. 
    - Making awareness to the devops team on the importance of problem investigation and preventive actions - How do we do this?
    - Help devops team to effectively implement the problem mgt process within the team. 

    What you’ll need - Proven working experience (minimum 5 years) in Incident / Problem Manager Role.
    - Detailed knowledge of the ITIL Incident and Problem Management processes
    - Good understanding of Change, Configuration and Availability processes
    - The ability to work and team effectively with clients and other management personnel
    - Proven experience working in an Operational environment
    - Excellent awareness of different cultures and working practices across the regions
    - Coordination skills: managing (complex) IT technical investigations

    What we offer 
    • Competitive compensation package. 

    • Work flexibility program (Working @ TomTom) - work from both home and the office!

    • Home office benefits, with a setup budget and a monthly allowance to support. Chance to work abroad for 90-calendar days in select countries and states! 

    • Holiday package that includes your birthday off and a volunteering day per year. 

    • Bring your ideas and innovation to life during our Hackathon, DevDays, and more! 

    • Take on learning opportunities – internal programs, O’Reilly and LinkedIn learning. 

    • The opportunity to join one of the few top tech location specialists and have an impact on the future of mobility. 

    • Be part of a supportive, inclusive, and global culture.

    After you apply1. First call: If your application matches the role, then it’s time to put a voice to the name! We’ll call you to set up an interview. 
    2. First interview: In this interview, we want to know more about you – what excites you about location technology and how can you help us solve global challenges. 
    3. Interview Panel: We’ll set you up to speak with multiple interviews to hear about different teams in TomTom and check on different aspects of Product Management. 
    4. The Final Decision! Cue the Fireworks

    #LI-RA

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    After you apply

    1. First call
    If your application matches the role, then it’s time to put a voice to the name! We’ll call you to set up an interview.

    2. First interview
    In this interview, we want to know more about you – what excites you about location technology and how can you help us solve global challenges.

    3. Online assessment
    We’ll set you an assignment - use your expertise to show us what you’ve got.

    4. Second interview
    We'll dive into your potential role, showing you how you’ll fit into your team and contribute to our vision.

    5. The final decision
    Cue the fireworks, because we’ll start the onboarding!
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