Senior Problem Manager

Job Description

– The Problem Manager ensures all problems and known errors affecting the infrastructure and service are identified, recorded, and managed end to end through their lifecycle according to their priority.
– He/she ensures that underlying root causes are identified for incidents and suitable workarounds are identified that help client with service restoration or service improvement including incident resolution.
– Facilitate ITIL standards adherence.
– Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.
– Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
– Prepare statistics, KPI, and trend reports for use in the problem management process.
– Identify problems through the review and focus on optimizing processes.
– Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.
– Coordinate, convene and facilitate major incident RCA’s and problem review meetings.
– Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
– Create and deliver external content regarding service disruptions.
– Ensure that the problem management information reflects accurate errors and is complete.
– Develop trend analysis and prepare service improvement plans to address identified gaps.
– Ensure recurring incident resolution is addressed with urgency.
– Manage and maintain the information stored in the problem database.
– Maintain a comprehensive understanding of all aspects of product delivery and operations