QAD Techno-Functional

1 week ago


Milwaukee, United States SysMind Tech Full time
  • Lead and manage a team of Customer Support resources performing Incident, Service Request and Problem Management activities
  • Coordinate between various support resources to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem resolution tasks to prevent recurrence
  • Prioritize incidents, service requests and problems according to their urgency and impact on the business
  • Escalate to appropriate parties by functional area as needed for information and rapid mitigation
  • Ensure that the appropriate resources are engaged to investigate, identify, and resolve the root cause of a problem
  • Create RCA (Root Cause Analysis) and associated documents that identify and track problems through the lifecycle to resolution
  • Ensure the team resolves all incidents, service requests and problems as fast as possible (at least according to agreed service levels) and monitor the effectiveness of the implemented solution
  • Maintain information about incidents, service requests and problems along with the appropriate workarounds and resolutions including automation
  • Responsible for both reactive and proactive incident and problem management
  • Define, maintain, and improve the incident, service request and problem management process along with related procedures and tools
  • Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of incident, service request and problem management process and tools
  • Communicate to stakeholders at all levels as required through to the resolution of the incident, service request or problem
  • Present RCA and remediation plans to Leadership Team and other Executive stakeholders
    • Define, implement, and track KPI (Key Performance Indicators) to gauge overall performance of the Problem & Incident Management team
    • Strong knowledge of IT service management processes and tools.
    • Experience working with Incident, Service Request and Problem Management systems such as ZenDesk, JIRA or Service Now
    • Excellent managerial skills and ability to effectively collaborate with team members.
    • Self-driven with strong problem solving, analytical, and time management skills
    • Outstanding written and verbal communications skills in English and the ability to express complex issues concisely to multiple audience levels
    • Ability to work in a high pressure, fast paced environment


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