Incident Problem Manager

W.W. Grainger • Jacksonville, FL

428d

About The Position

The Incident Problem Manager at Grainger is responsible for overseeing the resolution of high-priority incidents and problems within the Grainger Technology Group. This role involves managing Problem Management policies and processes, ensuring compliance with SLAs, and collaborating with cross-functional teams to prevent service interruptions. The Problem Manager will lead root cause analysis meetings, document critical events, and drive continuous improvement initiatives to enhance problem management effectiveness.

Requirements

• 4+ years of experience working within an Incident Management or Problem Management team
• 1+ years of experience in a people management position
• Experience with ITSM tools (ServiceDesk, Service-Now, etc.)
• Good problem-solving skills with creative thinking and high attention to detail
• Broad understanding of IT application and infrastructure principles
• Ability to manage multiple tasks and projects in a fast-paced environment
• Strong interpersonal skills for cross-functional teamwork
• Ability to effectively prioritize and execute tasks on time
• Demonstrate strong initiative, self-motivation, and commitment to the job
• Excellent written and verbal communication skills

Responsibilities

• Define and manage Problem Management policy & process
• Analyze and communicate problem status to stakeholders within Functional Business Areas
• Schedule, lead, and manage the Root Cause Analysis (RCA) review meetings
• Document all problems and resolutions of critical events
• Champion throughout the organization and assist with training and education
• Work with other GTG cross-functional teams to ensure effective integration between problem and other supporting processes
• Accountable for problem management performance including metrics and management reporting
• Facilitate, lead and administer support for escalated and Code Red events
• Serve as the point of contact/escalation for functional teams for any process or performance issues
• Execute continuous improvement activities for Problem Management processes
• Conduct annual problem record audits to ensure process compliance
• Maintain the Known Error Database (KEDB)
• Proactively identify and solve problems independently

Benefits

• Medical, dental, vision, and life insurance plans
• Paid time off (PTO) and 6 company holidays per year
• Automatic 6% 401(k) company contribution each pay period
• Employee discounts
• Parental leave
• 3:1 match on donations
• Tuition reimbursement
• Comprehensive wellbeing programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: No Education Listed