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Problem Manager

ITIL - Incident Management

Job Req Number:  28075

Problem Manager

 

In DSV we are expanding our Problem Management Department and are therefore looking for a Problem Manager. Here you will be responsible for identifying and managing the resolution of IT problems and systemic issues e.g., (infrastructure, services, or processes).

You will be part of a dedicated team that consist of 3 skilled colleagues and you will work very closely together with the Major Incident Management team in HQ too. Your work address will be in Hedehusene, Denmark.

 

Driving Root Cause Investigations & Managing virtual Problem teams
As Problem Manager you will be working with Tier 1, 2 & 3 support teams for Applications and Infrastructure to review, agree and implement permanent solution for "Problem" tickets. Furthermore, your assignments will be to:

  • Monitor metrics and drive continuous infrastructure and application improvement efforts across team to achieve SLA & KPI for Problem Management
  • Facilitating and coordinating technical problem review meetings includes leading and facilitating post mortem investigations of critical incidents, and managing root cause analysis between technical teams
  • Production of statistics and reports to demonstrate performance of the Problem Management process
  • Suggest comprehensive metrics that can be actionable and promote positive behavioural changes; Baseline, improve and re-measure success.
  • Manage relationships with other process management teams to provide a consistent delivery framework
  • Proactively escalate problems and issues
  • Enhance knowledge of the field through participation in professional organizations and self-study

 

Proactive, analytical and self-driven

You have several years of professional IT experience, including responsibility for identifying IT problems and coordinating their resolution / mitigation. Experience must include exposure to full range problem management activities, e.g.:

As a person you think ‘users and business first’, being service minded while managing technical experts with deep domain knowledge and many years of experience, as well as:

 

  • Self-driven and able to self-manage but also work as one Problem team.
  • Analytical and decision-making skills
  • High levels of formal and informal English in writing and verbal communication
  • Able to work under high pressure with multiple concurrent activities
  • Strong mindset and being self-confidence while leading 
  • Stakeholder management

DSV – Global Transport and Logistics

DSV is one of the very best performing companies in the transport and logistics industry. 55,000 employees in more than 80 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career.

Read more at www.dsv.com

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