Problem Manager Enterprise Services - Houston, United States - Raytheon Technologies Corporate Headquarters

Raytheon Technologies Corporate Headquarters

Verified Company

Houston, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Date Posted:

Country:

United States of America

Location:

UTTX1:
Corp Remote Office TX Remote Location, Houston, TX, 77064 USA

Position Role Type:

Remote

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide.

It comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon.

Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity.

The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals.

We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.

The following position is to join our RTX Corporate, Enterprise Services, Research Center or BBN team:

Summary of Role:

The Problem Management team is accountable for managing root cause investigation into highly impactful service interruptions.

Responsibilities:

Manage the lifecycle for all high visibility/priority Problem Management tickets
Conduct and coordinate After Action Reviews (retrospectives / post mortems) after all Major Incidents
Collaborate with support teams, service owners and impacted IT stakeholders/partners to identify all technology or process/procedure gaps contributing to IT service outages as well as the remediation plan needed to avoid recurrence
Partner with key stakeholders regarding identified trends to track and to close gaps
Create and manage known error database entries
Work with analytics' partners to proactively identify risks within the IT Services environment

Basic Qualifications:

58 years experience with ITIL V4 processes including Incident Management, Major Incident Management, and Problem Management
58 years experience with ServiceNow: Problem and Knowledge Modules, OOB Reporting / Query creation

Preferred Qualifications:

Strong written and verbal communications skills
Selfmotivated and able to excel with mínimal supervision
Ability to identify trends in incident related data and to turn those into actionable follow ups via problem tickets
Demonstrated ability to facilitate and manage often contentious, cross discipline reviews of root cause and gap analysis and recap discussion and decisions made concisely and accurately
Demonstrated ability to foster collaboration across multiple teams, skillsets, and personalities.
Experience with leveraging a variety of root cause investigation methodologies
ITIL V3 or V4 certification

Education:

Typically requires a university degree or equivalent experience and minimum 8 years prior relevant experience or an advanced degree in a related field and minimum 5 years experience

Location:

REMOTE

Required Immigration Status:

US Citizen or US Person required.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays.

Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement.

Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.

_ RTX is An Equal __Opportunity/Affirmative_
_ Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class._

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