Return to Search →  Asia Pacific   Europe   Latin America   Eurasia & Africa   North America

Returning Applicants

Problem Management Analyst, Systems Management Center (SMC)

The Coca-Cola Company

  • Location: Sofia, SO - BGR
  • Post Date: 12/1/2018
  • Job Type: FULL TIME
  • Post End Date: December 31 - 2019
Apply
Share This Job
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.


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 Related Activities/Key Responsibilities

  • Problem detection and recording
  • Critical Incident Debrief & Follow-up Problem Management Process
  • Metrics Collection & Reporting
  • IT stakeholder & client communication
  • Escalation (Functional & Hierarchical)
  • Continuous Improvement

Education Requirements: 

  • Bachelor's degree in Computer Science or related field or relevant working experience
  • Knowledge of Agile, & DevOps or work-related experience

Related Work Experience: 

  • Experience working in a multi-sourced environment with service integration across different suppliers, aimed at delivering effective operations and meeting agreed upon service levels
  • Ability to take complex, multi-faceted problems and lead to their solutions recognizing different options, even in absence of all the information
  • Proven people skills and ability to work with a team of people with varied backgrounds
  • Excellent verbal, written and oral communication skills
  • Familiarity with public and hybrid cloud infrastructure
  • Excellent process execution skills.
  • 3 years of experience in similar roles is desired, but not required

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.

Apply
Back to Top
 
+ READ FULL JOB DESCRIPTION

Stay up to date on job openings that match your skills & experience.

Sign Up now
At A Glance

Become part of our professional community to receive company information, news and upcoming events.

Join Now
Who We Are: The Coca-Cola Company
Coca-Cola Millennial Voices
Multicultural Leadership Council