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Duty Manager, Systems Management Center (SMC)

The Coca-Cola Company

  • Location: Sofia, Bulgaria - BGR
  • Post Date: 3/1/2019
  • Job Type: FULL TIME
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Job ID: R-20287

Position Overview:

We are looking for a Problem Manager Analyst (PM) as part of our newly established IT Delivery Center in Sofia. The SMC Command Center is an integrated monitoring and Critical Incident / Problem Management team.

The PA is primarily responsible for driving cross functional root cause analysis (RCA) and investigation associated with critical IT incidents, and leading cross functional problem management team investigations into long running or more complex issues in the IT environment.

The PM plays a key role in identifying, assessing, and owning the overall accountability of the problem management process across all towers with primary focus on critical incident after-action activities. The Problem Manager interfaces with key stakeholders from The Coca-Cola Company, as well as service providers and vendors to ensure long term stable operations.

This position requires a self-motivated individual with a broad basic technical understanding of IT technologies and relationships. Individual must be able to lead a team through the process of root cause investigation and must be able to prepare and lead meetings with TCCC personnel at the leadership team level.

Function Specific Activities:

Additional Requirements: 

  • This function requires 24x7 coverage. People hired in this role will have to be open to work in shifts.
  • Six-sigma or Lean Management certifications a plus
  • Kepner-Tregoe Problem solving ITIL V3 frameworks certification is a plus
  • Basic knowledge of network, cloud, SAP infrastructure, and application development technologies and relationships.

Job Requirements:

Years of Experience:

2-3 Years Experience

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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