Principal ITIL Process Engineer

Sabre - Southlake, TX (30+ days ago)3.7

Req ID: 35201
Job Family: Information Technology/Software Development

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics, and Agile practices - then Sabre is right for you! It is our people who develop and deliver powerful solutions that meet the current and future needs for our airline, hotel, and travel agency customers.

Job Description

Act as a process engineer and as a part of the IT service management (ITSM) team. Collaborate with ITSM Process Owners, create or revise Information Technology Infrastructure Library (ITIL) processes. Coordinate implementation of new processes in the company’s ITSM application. Develop the documentation defining the processes being incorporated into the ITSM application. Manage the rollout of ITIL processes to data centers not currently under Enterprise Operations management.
The Problem Manager is responsible for executing the Problem Management process at Sabre. The Problem Manager is also responsible for refining the Problem Management process, maintaining consistency with ITIL best practices, to enhance efficiency and improve quality of Problem Management outcomes.

The range of activities and tasks to be undertaken by an ITIL Problem Manager include:
Leads a team of Problem Management practitioners who execute the Problem Management process
Drives implementation of standard Problem Management process to new teams and IT environments as required
Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs
Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
Is responsible for acting as an escalation point to expedite problem resolution
Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
Ensures that necessary reports (e.g. RCA) are delivered
Ensures quality of Known Error record and the Knowledge Database
Participates in Post Resolution Review of significant Incidents
Ensures that Problem Management KPIs are reported and their targets met
Takes escalations from Problem Coordinator and other Problem Managers and handles them accordingly
Builds awareness of a Problem Management Process across engaged parties and act as a Problem Management Process Expert

Job Requirements

Combined 10+ years experience in IT Project Management, Process Design/Engineering, Business Analysis. Experience in working with configuration management tools and activities. Experience with developing ITIL process documentation. Knowledge of Information Technology Infrastructure Library (ITIL) Framework.

Bachelors degree in an Information Technology discipline
3+ years experience in one or more core IT Service Management disciplines (Change/Incident/Problem Mgmt)
ITIL certification is a plus
Proven communication skills with multiple levels of an organization, including interaction with senior level business and technology leaders
Strong influencing and relationship management skills.
Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
Self-driven and resourceful to achieve goals independently as well as work well in groups.
High level of IT literacy – MS Office (Word, Excel, PowerPoint)
Comprehension of multiple elements of an application stack – Network, Servers, Applications, Databases, Load Balancers, Storage

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