Job Description

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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

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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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