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About this role

• Ensures Problems are properly identified (both proactive andreactive), classified and logged by Problem Analysts
• Ensures IT managers or Team Leads are properly identifying andcommitting resources to perform all Problem Management activities
• Ensures that the individual activities of the process arecarried out with regards to agreed service quality levels
• Ensures Problem Analysts are adhering to the Problem ManagementProcess
• Provides status updates on problems and known errors
• Provides guidance, direction and coaching on Problem Managementactivities
• Contributes to Continuous Process Improvement activities byidentifying training opportunities for Problem Management team,improvement opportunities for the tools and improvement opportunitiesfor the process
• Functions as point of escalation for Problem Management Analysts
• Conducts Problem Reviews
• Responsible for liaising with and providing reports to otherService Management functions
• Works with Service Desk, Incident Management, etc. and ProblemAnalyst(s) to determine whether to perform Root Cause Analysis or toimplement identified solutions
• Coordinates with Incident Management, Change Management, andConfiguration
• Management to ensure correct and consistent data is provided tothe Problem Management process
• Coordinates Problem Analysts’ time for problem resolutionand proactive analysis
• Tracks status of Requests For Change (RFCs) initiated by ProblemManagement
• Estimates “cost” of solutions
  
  

• Strong communication and presentation skills
• Technical knowledge
• Good understanding of statistical and analytical principles andprocesses
• 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 theCustomer, coordinate with the Vendors