Problem Manager

Do

RESPONSIBILITIES

• Ensures Problems are properly identified (both proactive and reactive), classified and logged by Problem Analysts
• Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities
• Ensures that the individual activities of the process are carried out with regards to agreed service quality levels
• Ensures Problem Analysts are adhering to the Problem Management Process
• Provides status updates on problems and known errors
• Provides guidance, direction and coaching on Problem Management activities
• Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process
• Functions as point of escalation for Problem Management Analysts
• Conducts Problem Reviews
• Responsible for liaising with and providing reports to other Service Management functions
• Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions
• Coordinates with Incident Management, Change Management, and Configuration
• Management to ensure correct and consistent data is provided to the Problem Management process
• Coordinates Problem Analysts' time for problem resolution and proactive analysis
• Tracks status of Requests For Change (RFCs) initiated by Problem Management
• Estimates "cost" of solutions

KEY SKILLS AND COMPETENCIES

• Strong communication and presentation skills
• Technical knowledge
• Good understanding of statistical and analytical principles and processes
• 10-12 years of ITSM experience in Change and other processes
• ITIL V3 / 2011 Foundation or Intermediate certification
• Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors

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