Problem Manager

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🕒 May 12

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Marsh McLennan

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1871

💸 Finance

Finance • Consulting • Insurance

Marsh McLennan is a leading professional services firm that operates in the areas of risk, strategy, and people. With over 85,000 employees worldwide, the company encompasses four main businesses: Marsh, offering insurance broking and risk management; Guy Carpenter, providing reinsurance and capital strategies; Mercer, specializing in health, wealth, and career consulting; and Oliver Wyman, focusing on strategy, economic, and brand consulting. Marsh McLennan is committed to fostering an inclusive culture, empowering its employees, and delivering innovative solutions to clients globally.

📋 Description

• Manage the problem management process, ensuring data accuracy and precise trend reporting. • Analyse complex problem records to identify root causes and implement effective solutions. • Collaborate with cross-functional teams to improve processes. • Communicate findings clearly to stakeholders. • Determine root cause, resolution, and recommend improvements to prevent recurrence. • Analyse incident volumes and trends to identify process or technological improvements. • Conduct post-mortem investigations on critical incidents and create documentation detailing the incident and remediation steps. • Help manage service relationships by chairing Problem Boards and other meetings that review outages, resolutions, and corrective actions. • Provide clear and timely communication regarding the progress of individual problems. • Collaborate with onshore and offshore colleagues to facilitate problem management.

🎯 Requirements

• At least a Bachelor’s degree with a minimum of 8 years of working experience, with proven ability in Problem Management. • Demonstrable experience in application, database, infrastructure, or other related technology support. • Proven ability to manage and facilitate activities by a variety of functional and geographically dispersed teams to meet Service Management requirements. • Experience using an IT Service Management tool with an understanding of reporting modules. • Proficiency in analysing problems using reports and statistics to identify trends and implement mitigating actions. • Broad IT knowledge and technical skills. • Exposure to ITIL Service Management (or similar) processes and methodologies. • Flexibility and willingness to work longer hours or outside of regular working hours in the event of critical issues requiring expedited root cause analysis.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible working hours • Paid time off • Remote work options