Responsibilities
What will you contribute?
Reporting to the Manager of Problem and Incident Management and part of the Service Delivery Team, the Problem Manager will assist in establishing the framework for Problem Management. The Problem Manager will ensure that all Problem Managers operate similarly between Lines of Business.
The incumbent is accountable for the governance and lifecycle of all problems, contributing to enhancing the availability of products and services and eliminating recurring incidents to ensure a world-class customer experience. The Problem Manager will collaborate with the Incident Management Team to ensure accurate details are captured in the incident records for transition to the problem records.
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The Problem Manager role provides insight to the Business on the health of the Infrastructure and Application environments. It is responsible for the effective oversight of root cause analysis-related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIs, SLAs, and CSFs.
This role will be responsible for regular Management and Executive level reporting, ensuring data accuracy, and can translate technical details to an executive audience.
Responsibilities & Deliverables:
- Your deliverables as a Problem Manager will include, but are not limited to, the following:
- Produce necessary reports and metrics for Senior Leadership analysis
- Creation and facilitation of the weekly Major Problem Review
- Responsible for measuring and reporting on KPIs and the Problem Management Process performance
- Responsible for the Continual Improvement of the Problem Management Process
- Providing governance and oversight of the end-to-end problem management process
- Reporting on organizational performance relative to KPIs and SLAs
- Driving problem management adoption across the organization
- Participate in Service Improvement initiatives to drive a better customer experience
- Overseeing and accountable for the adherence to the problem management policy and procedures
- Audit readiness and compliance
- Driving improved process integration, especially with Major Incident Management
- Perform trend analysis to mitigate operational risk and unavailability
- Testing and participating in the road map of the ITSM system
- Assist with ServiceNow feature and functionality
- Support Incident Management as needed
Required Skills and Experience:
- Degree in Computer Science, Mathematics, Business IT or related, or relevant work experience
- ITIL qualified
- Excellent written and verbal communication in English
- Analytical abilities, attention to detail, stability, responsibility as well as customer focus
- Ability to work independently as well as part of a customer facing team
- Excellent Knowledge of reporting methodology, PowerBI and/or advanced excel.
- Good technical understanding across infrastructure, at a high level to ensure understanding of basic concepts