Problem Manager

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

About the Role

We are looking for Problem Manager to join our team! In this position, proactively focus, across tower and across discipline, on Problem Management owned issues to identify incident and problem trends.  Communicate with technology owners and facilitate plans of attack to ensure the reduction of potential problems in the environment and associated risk to the business. Eliminates defects and noise that consume considerable staff resources and provides clarity and methodologies which shorten time to remediate any discovered defects in process or infrastructure.

What You Will Do

• Analyze incident, problem, monitoring and change data and develop methods to programmatically identify the causes of recurring incidents, alerts, and noise in the environment.
• Ensure that plans and actions are in place to eliminate and resolve these issues at all Priority/Severity Levels.
• Manage the Root Cause Analysis process; working with impacted lines of business to ensure that quality and in-depth root cause analysis and improvement actions are developed as soon as reasonably possible for high impact outages or for recurring issues.
• Work closely with Major Incident Management team; sometimes this can include participation during reported major incidents in real time.
• Ensure that any preventive actions are implemented on time by doing effective follow-up across the technical towers. Reports directly to the Global Command Center Manager.
• Along with other Problem Managers, owns process management for Problem Management and documentation management for the same.

What You Need

• Minimum 7 years of experience working in a corporate IT environment
• Minimum 3 years of Problem Management experience
• Excellent English language and communication skills including written communication
• Senior level critical situation management experience
• Extremely competent technical skillset so as to be comfortable discussing topics with IT team members
• Senior level experience with MS Office, MS Teams
• Skill managing bridges and related tools (WebEx, telephony)
• Comfortable communicating with senior and executive management
• Solid presentation skills

What is Nice to Have

• Senior level technical skillset
• Experience with analyzing data and preparing reports
• ITIL Foundation Certification

What We Offer

• Access to employee discounts on world class HARMAN/Samsung products (JBL, Harman Kardon, AKG etc.)
• Professional development opportunities through HARMAN University’s business and leadership academies.
• Flexible work schedule with a culture encouraging work life integration and collaboration in a global environment.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.
• “Be Brilliant” employee recognition and rewards program.

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.