Problem Coordinator

Location: Toronto, ON, Canada
Date Posted: 10-12-2018
Problem Coordinator

Acosys is currently looking for a Problem Coordinator to join the delivery group of one of our client’s. You will be responsible for monitoring and supporting the IT system for the Greater Toronto Area transit system. Using the incident management system, you will ensure timely assignment and resolution of incidents to meet SLAs following problem management processes. This does include dealing with the involved engineers and technical staff, sending client communication & escalation and provide executive updates per defined Operations processes. Some basic troubleshooting is also necessary.
 
  • Providing complete and accurate information on the event which helps in providing appropriate resolution
  • Responding to mails or calls made by Service Desk or Specialist Support Team on time, to ensure timely resolution of the event
  • Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations
  • Routing the requests to Specialist Support Team
  • Monitoring the status and the progress towards the resolution of all the open Incidents
  • Keeping the affected Incident Initiator updated on the progress
  • Following the escalation (this include technical, vendor and management) and communication (this include standard and management) procedure
  • Taking resolution confirmation and resolving the Incident record
  • Analyze the Incident flow/volume and suggest for appropriate action
  • Working on pending Incident report, major incident report etc. and drive for closure
  • Detecting the possible Problems and assigning them to the Problem Management team for resolution
  • Providing Management Summary and Analysis
  •  Start and drive incident bridges proactively/actively until resolution
  • Confirm resolution and resolve the Incident record
  • Ensure that technical staff updates tickets and IM process is correctly followed - Quality Assurance
 
Basic Qualifications
  • A College Diploma/University Degree, or equivalent, with a focus in Technology, Business and/or Project Management
  • Understanding of Excel, Word, PowerPoint, SharePoint and other office software
  • An aptitude and interest in new technologies
  • knowledge of networking and server technologies
 
Professional Skill Requirements
  • Self-starter with excellent organization, planning, documentation and time management skills
  •  Demonstrated ability to quickly synthesize new subject matter
  • Strong ability to communicate and negotiate with members of all levels of the organization 
  • Able to build successful and productive working relationships with key individuals and in a team environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Good understanding and awareness of ITIL processes and procedures
  • Collaborate with support teams across IT and business to continuously review and update tickets
  • Develop and manage reports, presentations, KPIs and dashboards 
  • Ability to document and maintain processes and procedures as well as audit processes for compliance 
  • Analytical and able to complete trend analysis of incidents to proactively identify problems Strong communications skills including the ability to communicate technical information in using non-technical language
  • Understanding of network technologies utilized within an Internet/Intranet environment.
  • Knowledge of an operational transport environment an asset
  • Proficiency in English
 
 Acosys Consulting applies the principles of employment equity and invites women, Indigenous peoples, members of visible and ethnic minorities and persons with disabilities to submit their application and expressly mention their group membership status.
 

 
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