What You'll Do
As a Problem Coordinator, you will manage problem cases and tasks targeted to identifying the root cause of failures in in ITIL Service 4 P's - Product, Process, People and Partners. You will work closely with the Product Support Teams and Critical Support Office Technical Incident Managers to drive thorough post-mortem reviews and capture corrective actions to address the core issues. You will develop and maintain a working knowledge problem solving methodology as well as technical knowledge for troubleshooting Teradata hardware, software, firmware, processes, and tools. You are required to have both strong technical and interpersonal skills.
Who You'll Work With
The Teradata GSO is a 24x7 high volume global support center. Along with incident management, we provide technical/functional knowledge necessary to resolve customer's problems. We also conduct post-mortem reviews and root cause analysis (RCA) to drive continuous improvement and avoid recurrence of critical issues. The Problem Coordinator plays an integral role in ensuring the processing the RCA and subsequent corrective actions.
Excellent oral and written communications skills in English.
BA/BS in Computer Science or equivalent experience.
3-5 years of Technical Support related experience.
Strong knowledge of Linux operating systems
Strong knowledge of Support Center procedures and troubleshooting practices
Familiarity with relational databases and data warehousing operations
Ability to translate technical details into practical business terms
Experience working with ServiceNow for tracking and managing issues
Ability to independently facilitate and promote work across team boundaries
Ability to operate effectively in virtual teams
Strong strategic analytical sense to ask and answer key business questions
Understanding of Failure Modes and Effective Analysis (FMEA) 5 Whys, and Structured Problem Solving
Experience dealing with varying personalities in stressful situations
ITIL Foundations certification
What You Will Bring
Accept ownership of RCA cases and incidents generated from critical system failures and drive to resolution
Coordinate Post-Mortem reviews and drive RCA
Help identify additional problems through case and incident analysis
Manage operational processes to track actions and analyze patterns of failures
Interface with Product Support Teams (PST) and Engineering resources to align corrective actions
Advocate for the customer and push for solutions having the best outcome for the customer
Research problems and analyze issues
Assist technical analysts with problem solving techniques
Coordinate with SEMs on providing customer CLCAs using the standard presentation template
Create and publish knowledge gained for problem analysis
Track, monitor and maintain progress on RCA cases and related engineering requests
Develop deep troubleshooting knowledge in one or more technology areas relevant to the Teradata product line
Collaborate with cross-functional teams for comprehensive problem resolution
Implement continuous improvement initiatives for RCA processes
Conduct training sessions to enhance problem-solving skills within the team
Drive proactive measures to prevent future system failures
Analyze trends and patterns to identify potential areas of improvement
Foster a culture of problem-solving and innovation within the team.
Identify opportunities for automation and streamlining of problem coordination tasks