Problem Manager (ITMS)

Who We Are – MassMutual Romania

MassMutual Romania – in partnership with MassMutual in the United States – will help shape a culture of innovation and to create the digital products and technology solutions that help people secure their future and protect the ones they love. Positioning MassMutual for its next 20 million customers and remaining innovative in a digital-first world led to the creation of MassMutual Romania in 2020. With offices in Bucharest and Cluj, MassMutual Romania was established to build an in-house team with expertise in application development and support, quality assurance and data science. For 170 years, MassMutual has put its customers at the heart of what it does by providing holistic financial solutions, guidance, and education on their terms. Its long-term strategy helps ensure that policyowners and their loved ones can rely on them to be there when they need them most. If this vision excites you, come join us and become a MassMutual Romania team member. This is a great opportunity to be part of the transformational journey at MassMutual Romania. As we continue to grow our business and look for new ways to engage with customers, technology will be one of the most important enablers to our success and you can be a part of it.

The Opportunity

Do you want to be part of a team that encourages your growth, supports your ambitions, and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual Romania, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual. If this sounds like a fit, come join our team.

As a Problem Manager your main focus will be on the execution of the problem management process and coordinating all activities required to respond to problems. 

You will have the ultimate accountability for resolution of problems and you’ll be the escalation point for problem management activities. Also accountable for day to day management of the process ensuring operational execution and stakeholder information distribution.

Part of your responsibilities will also include:

• Process adherence and raising risks;

• Ensuring operational team’s compliance of the process to the documented standards and policies;

• Providing input into important decisions regarding the process supporting technology requirements;

• Collaboration with other service management organizations to ensure the effectiveness of operational process and cooperation/ integration with other services;

• Producing regular and accurate management reports that deliver business value;

• Ensuring and driving alignment to Key Performance Indicators (KPIs);

• Managing the enforcement of the authorized process policy, escalating unauthorized deviations and activity for remediation;

• Defining and documenting operational requirements for process improvement;

• Working with technical and functional teams to implement any process improvements

• Performing any testing to the system and process after process improvement implementations.

If this vision excites you, we are seeking a Problem Manager to become a MassMutual Romania team member. This is a great opportunity to be a part of the transformational journey at MassMutual Romania. As we continue to grow our business and look for new ways to engage with customers, technology will be paramount, and you can be a part of this important work.

Responsibilities

• Ensure the Problem Management process is conducted properly;

• Ensure that Problem Management Key Performance Indicators (KPIs) are published;

• Ensure process, procedure, and work instruction documentation is up to date;

• Be the operational process executer;

• Be the owner of registered problems;

• Enter all relevant data into the Problem record and ensure that the data is accurate;

• Participate in continual process improvement, including growing partnerships with other ITIL processes such as Change & Release Management, Incident Management, and Configuration Management;

• Be an ambassador of the Problem process and encourage its adaptation across the organization;

• Execute and coordinate proactive and reactive Problem Management;

• Obtain the technical and organizational knowledge required to perform the Problem Management activities;

Requirements

• US working hours (East Coast);

• Bachelor’s degree;

• Project Management experience;

• Experience with Help Desk or Desktop support;

• Excellent written and verbal skills;

• ITIL Foundations;

• IT Infrastructure/Application experience;

#LI-MG!