Problem Manager

Job Description

Position name:

Problem Management

Organization Unit: ES EMEA ITO Service Management

Team: Problem Management

Reports to: Problem Management

Job scope/summary:

Problem Management is one of the ITSM key processes. The Problem Management Process is focused on the lifecycle of problems. The primary objectives of problem management are to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. As such the Account Process Manager for Problem Management will be a major contributor to the Service Management mission by ensuring Problem Management best practices and execution in a consistent, practical and viable way.

Job specifics/responsibilities:

The Account Process Manager for Problem Management has end-to-end accountability for the Problem Management process, standards and strategic direction of the process within the account.

Key deliverables/accountabilities:

  • Is responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management (managing problem records end-to-end)
  • Validate reports of Problem Management metrics to support the Check in the Plan Do Check Act improvement cycle
  • Performs Proactive Problem Analysis based on incident trend analysis
  • Reviews the effectiveness and efficiency of the Problem Management process within the account
  • Is responsible for updates of account specific process documentation including training of the many different organisations that are involved in Problem Management within the account
  • Customer Interaction: Works with customer problem process owner on all matters related to problem management

Measures

  • Successful Problem management operations, through effective tracking and monitoring
  • Good customer satisfaction for Problem management
  • Account Process Documentation in place
  • Decrease of number of incidents as result of proactive problem management activities
  • Continual improvement plan in place and being executed against
  • No major issue reported during process reviews and audits

Working relationships:

Internal:

  • Delivery Technical teams, Account teams

External:

  • Customer Process Manager

Experience:

  • 2 years of Professional Experience in IT Support role
  • At least two years of relevant industry experience
  • Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
  • Project management experience

Qualifications:

  • V3 foundation trainings, ITIL v3 foundation qualification after max 6 months in the role
  • ITIL advanced Problem Management certification

Technical skills (procedures and documents the employee has to be acquainted with):

  • Strong Service Management knowledge. Preferred: ITIL certification by recognised bodies (ISEB/EXIN).
  • Business and Organisational knowledge
  • Service Portfolio Knowledge
  • MS Office applications
  • Data Analysis: transforming data to extracting information and draw conclusions
  • Problem Resolution: ability to resolve escalation issues or problems
  • Excellent communication skills: Ability to effectively interact with people at all levels worldwide
  • Excellent customer facing skills
  • Excellent presentation skills
  • Team player: Ability to effectively interact with people at all levels worldwide.
  • Ability and willingness to motivate and support other process managers

Education (degree):

  • Bachelor/Master degree

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