Problem Management Lead

Subway Headquarters Opportunity

We are Subway Headquarters! A dedicated team of professionals supporting thousands of franchisees around the globe.

Region: Shelton, CT

Ready for a fresh, new career? Look no further because one of the world's most iconic brands can help you get there.

Why Join Us? At Subway, "better" is baked into our DNA. We are a brand that believes in continued improvement in our lives, our businesses, and our planet. From the handshake that started our very first sandwich shop to earning our position as one of the world's leading restaurant brands, we've always embraced change and the path ahead. And today, we're making better living way easier.

Our purpose is about more than the food we serve in our restaurants. It's centered on fueling healthy businesses and healthier lives. It is one of the most exciting times to join the Subway team and contribute to our transformational journey.

About the Role:

We have an exciting opportunity to support our Technology team as a Problem Management Lead based in Shelton, CT. The Problem Management Lead will lead a team of Problem Managers in effectively identifying, analyzing, and resolving recurring incidents to prevent future occurrences and improve service quality. You will play a critical role in improving the reliability and continuous improvement by proactively identifying, analyzing, and resolving recurring incidents. You will play a key role in ensuring the reliability and stability of our IT infrastructure and services while fostering a culture of problem prevention within the organization.

If you feel that this is the role for you, and you are successful with your application, be ready to be Bold, Empowered, Accountable, and ready to have Fun in a fast paced and agile working environment.

Responsibilities include but are not limited to:

• Lead team members and manage their workloads, defining, enforcing, and implementing best practices within the teams, stakeholders, and customers.
• Conduct thorough problem investigations, document problem findings, analyze trends and patterns in the environment, and propose solutions to customers and stakeholders.
• Prioritize and track progress on resolution plans, ensuring timely completion, and drive the development of permanent solutions to address root causes.
• Maintain a comprehensive problem knowledge base to facilitate future problem resolution and share that information readily across the technical landscape.
• Track key problem management metrics, report on findings to stakeholders, and present recommendations to senior management and leadership.

Qualifications (some examples listed below):

• Bachelor's Degree or relevant experience and certifications.
• 5 plus years' experience in Service Management/IT operations.
• ITIL Certification preferred.
• Experience with problem management tools and methodologies, such as RCA (Root Cause Analysis) and 5 Whys.
• Experience with ITSM tools and technologies, such as ticketing systems and knowledge management platforms.
• Experience working in a fast-paced and dynamic environment.
• Passion for continuous learning and staying updated on industry trends in problem management.
• Ability to present complex technical information clearly and concisely to diverse audiences.
• Excellent written and verbal communication skills.
• Strong understanding of IT infrastructure, systems, and root cause analysis methodologies.
• Demonstrated expertise in analyzing incident data and identifying root causes.
• Excellent communication and collaboration skills, with the ability to build consensus and influence stakeholders.
• Experience working with knowledge management systems and documentation tools.

What do we Offer?

• Insurance Plans (Medical/Life)
• 401K
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Volunteering time
• And Many More

Actual pay is determined based on a number of job-related factors including skills, education, training, credentials, qualifications, scope and complexity of role responsibilities, geographic location, performance, and working conditions.

The Company is only considering applicants who are currently authorized to work in the country the position is based. AA/EOE/D/V