Problem Coordinator - Tijuana, México - Teradata

Teradata

Empresa verificada

Tijuana, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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