Problem Manager Resume Sample

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Dannie Hudson
3099 Lillie Freeway,  Dallas, TX
+1 (555) 905 5758

Work Experience

Problem Manager
01/2016 - PRESENT
Philadelphia, PA
  • Career Gap Analysis
  • Provide leadership and ownership of incidents impacting our fans and clients
  • Coordinate appropriate resources to resolve critical incidents in accordance with defined service and operational level agreements
  • Lead and coordinate all aspects of the incident bridge calls. This includes
  • Communicating to and engaging the proper resources to identify, remediate and resolve the incident
  • Employ predictable and consistent incident resolution processes and methodology
  • Ensure all incidents are properly documented from inception through to incident resolution
  • Facilitate post incident analysis to ensure root cause is documented and provide “known error” documentation to be published in the knowledge base
  • Own the Incident Management process and strive for continual process improvements and integration with Problem and Change Management processes
Incident & Problem Manager
03/2013 - 09/2015
New York, NY
  • Maintain all documentation related to the Incident Management process including policies, procedures and work instructions and ensure the organization has a clear understanding of the process
  • Provide incident metrics to Senior Leadership
  • Lead the Change Management Board, critically review the Change control process and implement changes as necessary
  • Work with the Production Management and Infrastructure teams and 3rd parties to ensure end-to-end problem management resolution
  • Work very closely with the Incident Managers to support ITIL best practise and to help manage on a day to day basis
  • Create problem records and effectively assign problem owners
  • Co-ordinate the end-to-end problem management actives, from registration to closure with all involved teams
  • Manage identified problems to proactively prevent incidents from occurring and to minimise the impact of incidents that cannot be prevented
Incident / Problem Manager
01/2010 - 12/2012
Dallas, TX
  • Manage problem tickets for identified high priority incidents
  • Prioritise problem records and eliminate backlogs
  • Contribute to major incident reviews
  • Analyse data and metrics provided by the Service Desk to understand trends
  • Analyse trends and agree follow up actions with the Production and Infrastructure Support teams
  • ITIL process management experience
  • Industry related experience or two or more years of technical support experience as a team leader or with direct supervision responsibilities
  • Knowledge of Windows Active Directory Infrastructure and Networking
  • Knowledge of IT Help Desk ticketing system applications and reporting metrics, call metrics


Huntington University
2006 - 2010
Bachelor's Degree in Computer Science

Professional Skills

  • Self-starter with initiative, strong organizational skills, project management skills, decision making and leaderships skills
  • Demonstrated interpersonal, business management, leadership and customer service skills including consensus building and facilitation skills
  • Outstanding stakeholder management skills including interpersonal, influencing and communication skills
  • Strong problem solving, priority setting, facilitation, analytical, and collaboration skills
  • Strong influencing & negotiation skills and able to operate at all levels of the organisation including external customers and partners
  • Advanced interpersonal skills and organisational skills, with outstanding commitment to customer service
  • Strong communication skills in English (experience with virtual cross-team or vendor communication)

How to write Problem Manager Resume

Problem Manager role is responsible for customer, analytical, interpersonal, leadership, business, facilitation, negotiation, collaboration, technical, influencing.
To write great resume for problem manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Problem Manager Resume

The section contact information is important in your problem manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Problem Manager Resume

The section work experience is an essential part of your problem manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous problem manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular problem manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Problem Manager resume experience can include:

  • Strong analytical and problem solving skills, preferably evidenced by qualifications such as Kepner Tregoe Problem Solving & Decision making
  • Attention to detail with good data analysis skills, focusing across all incident & problem priorities
  • Strong communication, presentation and stakeholder management skills and experience
  • Solid organizational skills with excellent attention to detail
  • Strong organization and time management skills: Operates independently with minimal guidance
  • Effective communication skills for delivering content feedback, writing reports and making presentations

Education on a Problem Manager Resume

Make sure to make education a priority on your problem manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your problem manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Problem Manager Resume

When listing skills on your problem manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical problem manager skills:

  • Knowledge sharing skills by actively contributing knowledge, experience and skills to create a learning culture
  • Excellent written and verbal communication skills. Ability to write clear instructions, document processes and communicate effectively
  • Strong problem solving skills, preferably evidenced by qualifications such as Kepner Tregoe KT Restore Incident Management
  • Excellent writing skills- maintaining accurate documentation and technical authorship of complex documents
  • Demonstrated analytical skills, including performance reporting
  • Excellent communication skills, conflict and stress handling, ability to coordinate work across multiple teams

List of Typical Experience For a Problem Manager Resume


Experience For Incident & Problem Manager Resume

  • Strong ICT Services Management skills and knowledge and solid ITIL skills / foundation or OSA Certification
  • Excellent influencing and persuading skills
  • Proven skills, knowledge and expertise performing a Problem Manager role to date
  • Excellent communication and conflict handling skills
  • Possess project delivery skills and experience working directly with stakeholders, customers, and clients
  • Strong oral and written communication skills; including ability to proficiently facilitate meetings and conduct briefings
  • Strong negotiation, influencing, expectation management, and anticipation skills
  • Excellent aptitude and statistical skills
  • Escalating problems actions in a timely manner to ensure customer expectations are managed effectively

Experience For IT Problem Manager Resume

  • Experience working with ITIL principles Experience coordinating issues between all business units from technical support to corporate executives
  • A good understanding and experience of ITSM toolsets to support and facilitate Problem Management
  • Demonstrated leadership experience building consensus across IT domains
  • Significant Incident and Problem Management experience with strong stakeholder management expertise
  • Significant ICT Incident and Problem Management experience in a simlilar role with strong stakeholder management expertise
  • Have 3+ years’ strong experience in IT Service Management/Operational environment

Experience For Incident / Problem Manager Resume

  • Monitoring the effectiveness of error control and making recommendations for improvements
  • Creating reports and charts in the area of problem management & user experience
  • Experience developing service levels and tracking reporting progress against objectives
  • Experience in analyzing, reporting and presenting incident or problem data
  • Proven ability and history of implementing, managing and improving Problem Management processes
  • Experience working with teams using a variety of process paradigms (waterfall, agile etc)

Experience For Senior Problem Manager Resume

  • Develop, co-ordinate and promote the effective functioning of problem management activities across all of MGTI’s support and engineering teams
  • Experience defining and generating reports within MS Office Excel that include critical success factors and KPI’s,
  • To build an effective working relationship with the Sky Technology teams managing problems for Sky Technology
  • Operates at an advisory level, consistently interacting with IT and line-of-business senior management delivering communication succinctly and clearly to both
  • Maintain an intimate awareness and understanding of problems allowing effective communication with senior management / customers
  • Experience of managing processes within an ITIL (or equivalent) environment
  • A proven track record of driving root cause analysis to conclusion
  • Experience of working in a highly technical environment
  • Establish metrics and reporting to create visibility into adoption and effectiveness of processes

Experience For Itsm Problem Manager Resume

  • Good understanding of ITSM processes
  • Understand and appreciate the impact of incidents on SLA targets, allowing prioritisation and direction
  • Strong data analytics and metrics reporting capabilities
  • Need to have experience applying ITIL in operations. Not just someone who is certified and hasn't applied it
  • Produce clear, accurate and effective reporting and governance
  • Provide technical leadership, guidance, and training to less experienced engineers
  • Actively participate in the implementation of the ITSM (ServiceNow) tool to ensure that it is enabling a strong Problem Management Process
  • Perform and document the results of root cause analysis (RCA), IT infrastructure and applications using proven ITIL methodology
  • Use of query and report generating logic or MS Excel experience for data research and analysis tasks

Experience For Senior Incident & Problem Manager Resume

  • Excellent understanding of the TCP/IP protocol suite
  • Experience in performance tuning and optimization of firewalls and firewall policy’s
  • Experience working on Firewall Rule base analyzers and optimization approaches
  • Strong IDS/IPS investigative, troubleshooting and analysis expertise
  • Experience in IT Security assessments, implementing new security solutions & systems such as IPS, IDS, and
  • Experience managing a medium to large IT customer service center or in IT management required

Experience For Global Incident & Problem Manager Resume

  • Experience working on a global team with geographically distributed team members
  • Good understanding of Fiserv’s business and how IT contributes to the delivery of its products and services
  • Experience with middleware technology in varying environments
  • Experience of working in a shared or leveraged service environment
  • Proven track record of dealing with complex issues/potential escalations without supervision

Experience For Tcap-problem Manager Resume

  • Experience of working with Vendors, SLAs, product roadmaps, and support product lifecycles
  • At least two years' experience working in the IT industry
  • Experience with Microsoft Office technologies including Outlook, Word, PowerPoint, and Excel
  • Strong ability to work independently and manage one’s time, while still being a part of a high performance team (Required)
  • An excellent working knowledge of ITIL Problem and Incident management processes

Experience For Major Incident & Problem Manager Resume

  • Experience of managing virtual teams
  • Experience of using an IT service management toolset
  • Experience in a face to face client facing role
  • Ideally have experience of using Axios assyst service management tools
  • Ensure prioritization, planning, and execution of problems achieves the best results for the company and our customers
  • Project or program management experience for the purpose of executing outcomes
  • Demonstrable experience of working as a Service Analyst on small to medium service management environments

Experience For Problem Manager Lead Resume

  • Demonstrable experience of working as a Problem Manager on small to medium service management environments
  • Proven understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix / Windows OS/Exchange and Remote Server Management domains
  • Good understanding of ITSM toolsets available within the market place and how they could enable and underpin the ITIL v3 processes for Howdens
  • Past experience working with Development, Operations and Support
  • Experience leading large organizational change initiatives
  • Emphasis is on incident management and having experience in this area

List of Typical Skills For a Problem Manager Resume


Skills For Incident & Problem Manager Resume

  • Confident communicator with excellent writing skills
  • Proven communication skills with multiple levels of an organisation, including interaction with senior stakeholders within the company
  • Very good communication and reporting skills
  • Good problem-solving skills and ability to collaborate with technical teams, business leaders, and a diverse user community
  • Excellent organizational, planning and interpersonal skills; high level of trustworthiness and integrity
  • Excellent analytical skills and tools knowledge like Business objects, Minitab and MS Excel. Added advantage if one possesses VB coding knowledge

Skills For IT Problem Manager Resume

  • Relevant experience with Healthcare IT. Prior experience supporting IT Service Management process areas
  • Confident communicator with excellent organizational skills
  • Behaves with high professionalism, is always on time and manages priorities and expectations effectively for self and others
  • Well organised and excellent administrative skills
  • Excellent interpersonal skills, including the ability to inspire associates across the organization
  • Solid leadership qualities and facilitation skills with the ability to lead program teams through assessments and other activities ITSM activities
  • Have a strong ability to manage own time effectively and deliver against multiple tasks with minimal supervision

Skills For Incident / Problem Manager Resume

  • Excellent MS Office skills, Excel and PowerPoint
  • Excellent analytical skills and tools knowledge like Business objects, Minitab and MS Excel
  • Excellent oral communication and presentation skills are required
  • Strong Word, Excel, PowerPoint, Visio and Project skills. Familiarity with MSAccess and Business Objects helpful
  • Demonstrates a very good understanding of how the area of work being delivered by the team is meeting the
  • Experienced as a Problem Manager or having relevant experience in working in an ITIL Environment (Application Support or Service Management)

Skills For Senior Problem Manager Resume

  • Good knowledge and experience of the working procedures relating to the work carried out by the team and
  • Possesses utmost troubleshooting skills in the areas of security and networking
  • Proven experience of developing and maintaining customer relationships
  • Strong understanding or experience supporting Software as a Service (SaaS), Platform as a Service (PaaS) or Infrastructure as a Service (IaaS)
  • Creative problem solving skills leading to logical conclusion

Skills For Itsm Problem Manager Resume

  • Great communications skills and comfortable talking with executive level management
  • Conducts QA around Problem Management validation of known error resolution and final validation, protecting the production environment
  • Management Report writing skills
  • Five years of technology and related management experience, including IT Service Management experience
  • Work experience in a software engineering environment with at least 6 years of incident, problem and/or change management experience
  • Extensive and demonstrable experience of Major Incident Management, with a strong understanding of the ITIL processes, across multi-platform technologies
  • A strong background in Incident & Problem Management roles, with solid understanding of service management frameworks and processes
  • Work alongside the Service Desk to respond to major incidents quickly and effectively
  • Be able to demonstrate experience in, BMC Remedy or similar products

Skills For Senior Incident & Problem Manager Resume

  • French and English skills
  • Certification and tangible operational experience within Problem Management, experience within Digital/Telephony or Broadband is desirable
  • Excellent interpersonal, analytical and strong attention to detail
  • Knowledge of writing Excel macros, VBA or SQL skills
  • The skills to communicate potentially complex issues to non-technical people
  • Strong operational experience in the Problem Management process

Skills For Global Incident & Problem Manager Resume

  • Extensive and demonstrable experience of Incident and Problem Management, with a strong understanding of the ITIL processes, across multi-platform technologies
  • Collaborate with Operations Managers to ensure an excellent customer experience is achieved
  • Demonstrate knowledge and experience with regulations/standards and accreditation processes for applicable State and Federal agencies
  • A strong, proactive incident and problem management team in place which clearly and consistently demonstrates its value to both IT and the wider business
  • Exceptional communication, stakeholder management and influencing skills

Skills For Tcap-problem Manager Resume

  • Monitoring the effectiveness of error control and making recommendations for improving it
  • Working experience in specific service management domain
  • Experience in defining, tracking & completing Service Improvement Plans whilst dealing with day to day incident related problems
  • Demonstrates an understanding of the concepts of managing and delivering a successful Managed Service
  • Experience with troubleshooting and investigating device and networking issues methodologies
  • Experience acquiring, deploying and managing enterprise-level IT Service Management (ITSM) tool suites
  • Demonstrated track record in project delivery, overseeing multiple projects from a technical perspective and managing a variety of compelling activities
  • Experience in managing a team of high performing individuals right from their workstack management to performance reviews

Skills For Major Incident & Problem Manager Resume

  • Demonstrates an understanding of project planning techniques and tools
  • Working experience of performing service management activities
  • Good understanding of supporting network operations
  • Five years of experience working with cross-functional teams and staff of all levels including managed service providers
  • Incident/problem management experience Ticketing systems (Remedy, ServiceNow) Alerting systems (Nagios, HP OVO/BSM)
  • To build an effective working relationship with the Sky Technology teams managing production incidents and problems for Sky Technology
  • To build an effective working relationship with the OTT Technology teams managing production incidents and problems for all clients

Skills For Problem Manager Lead Resume

  • Experience of managing teams and working with cross-functional teams
  • Experience in writing and presenting Root Cause Analysis (RCAs) to both Internal and External Clients
  • Experience creating data-driven IT support metrics and trending analysis
  • Skilled in multi-tasking and self-managing a diverse workload
  • Experience working in a Service Management Tool
  • Solid understanding of ITIL principles is an advantage
  • Experience with monitoring tools, dashboards, and event management consoles
  • A strong understanding of ITIL service management framework or ITIL certifications

List of Typical Responsibilities For a Problem Manager Resume


Responsibilities For Incident & Problem Manager Resume

  • Demonstrated experience using basic statistical analysis techniques
  • To attend and document any Service review meetings effectively, as well as feeding back information and any issues to the Team Lead for action
  • A strong background in Service management roles, with solid understanding of service management frameworks and processes
  • Proactive and effective management of the incident and problem lifecycle, ensuring minimal business impact and initiating escalation procedures as appropriate
  • Team player – good at building bridges across the organizations and working with multiple service providers
  • Constantly monitoring problem management and customer experience processes
  • Show prior success at managing technical teams in complex environments
  • Demonstrated ability to work in matrix environment and lead non-reporting teams
  • To maintain an effective understanding of the customer s business, business requirements, IT needs and how IT can support and enhance their business

Responsibilities For IT Problem Manager Resume

  • Excellent problem solving techniques ,
  • Adapt and respond rapidly to changing priorities and demands
  • At least two years’ experience working in the IT industry
  • Background in service operations and customer facing roles, with Incident or Problem Management experience
  • Experience applying the ITIL framework in a way that successfully meets the needs of the organization
  • Good Understanding of Network (LAN, WAN, Wireless, IPT, etc.) end user support

Responsibilities For Incident / Problem Manager Resume

  • 5 – 8 years’ working experience
  • Working experience within a related environment
  • Experience of working in various operational roles
  • Performs a closure assessment with the Root Cause Owner for all valid Problem Records
  • Validate the implemented solution that resolved the problem
  • A good knowledge of the tools, methods, procedures and software used in the operation and management of IT services
  • Practical experience of formal Problem Management methodologies

Responsibilities For Senior Problem Manager Resume

  • Making and drives root cause investigations. Initiating and coordinating the fulfilment of changes
  • Analyzing problem root cause, identifying Known Errors and coordinating actions
  • Reviewing problem trends, driving closure of problem tasks and creating improvement plans
  • Developing, refining, and documenting Problem Management operation's policies, processes, and procedures
  • Taking part in the forming of regulations on problem management processes
  • Creating Problem Requests based on defined processes, coordinating Problem Investigation to realize root cause and preventive actions
  • Owning and coordinating follow-up actions of problems

Responsibilities For Itsm Problem Manager Resume

  • Developing and reporting performance metrics
  • Understanding of IT infrastructure and networking concepts
  • Working knowledge of incident tracking tools (e.g. Remedy)
  • Managing the support of TOP and VIP users
  • Overseeing the Problem Management process on a day-to-day basis
  • Participating in continuous service improvement
  • Rotating on-call requirement to maintain 24x7x365 coverage

Responsibilities For Senior Incident & Problem Manager Resume

  • Driving all problems towards Root Cause identification and a permanent fix
  • Ensuring Problem Management service levels are met
  • Performing the root cause analysis of CBI High incidents
  • Leading the problem management teleconferences
  • Supporting assigned analysts and solvers in case of escalations within PRM process
  • Ensuring PRM tickets quality standards before closure of PRM tickets
  • Managing the EAC team. There are three Enterprise Availability Center Analysts on site at all times

Responsibilities For Global Incident & Problem Manager Resume

  • Working knowledge of technical and business English
  • Understanding of cloud concepts and platforms
  • Training the IT Operations teams in Problem Management and root cause methodologies
  • Understanding of process methodology
  • Managing RCA between technical teams
  • Managing Key Relationships -

Responsibilities For Tcap-problem Manager Resume

  • Supervises the planning and execution of Monthly/Quarterly Security patching including maintenance activities
  • Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events
  • Collaboration – working with all stakeholders to provide options, drive reuse and sharing and facilitating communications,
  • Proactively identifying problems, analyzing and recommending Service Improvement plans
  • Leads the team(s) that provide day-to-day consultation, training, instruction, trouble-shooting and problem-solving to computer users
  • Engages in ongoing research of emerging trends and new technologies; strategically implementing technology to enhance business performance
  • Always approaches things from the customer’s perspective seeing potential problems and finding and driving solutions

Responsibilities For Major Incident & Problem Manager Resume

  • Data Analytics - Identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating and resolving problems
  • Analyzes incident, monitoring, and other data to proactively identify possible problems with a focus on reducing the number of recurring and common incidents
  • Responsible for attending and/or arranging and chairing meetings as required
  • Provide training, coaching and guidance to internal teams, growing problem management best practices throughout the organization
  • Leads the efforts of the Change Advisory Board by defining process and monitoring compliance according to the needs of the business
  • Involvement in SLM led Service Improvement Plans, including analysis and trending of service outages for impacted services
  • Ensure all major incidents follow a structured problem management process of root cause analysis, action planning and tracking

Responsibilities For Problem Manager Lead Resume

  • To manage behaviours, supporting and promoting Maersk culture and values
  • Ensure all appropriate groups are working on restoring service in a timely manner
  • Active – work with stakeholders to make things happen, driving activities to resolution and engaging SI colleagues where needed to deliver the desired result,
  • Provide reporting and updates on outstanding remedial and preventive tasks
  • Complete detailed root cause analysis using problem solving methodology approach
  • Major incident management. Translating technical issues into business impact and articulating to CIOs and Executives
  • Not looking for "up to date" technology wizard. Looking for someone who had the background, and can talk and understand it
  • Work close to Incident and major incident management in reducing servicing outages

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