- Carry out regular trend analysis incident data sets to identify errors.
- Manage the full life cycle of problem records.
- Deliver double digit reductions to incident volumes for supported accounts.
- Use ITOA tools to understand actual user experience.
- Maintain known error records and knowledge base.
- Assist with shift left opportunity identification.
- Maintain problem records and tracker
- Chair weekly problem management calls.
- Drive efforts to ensure no major incident recurrence.
- Provide monthly problem management reports to Service Delivery.
- Document and communicate technical recommendations with supporting cost/benefit analysis.
- Maintain required touchpoints with other ITIL functions such as Change Management, Knowledge Management etc.
- Author Major Incident Reports for internal and external distribution
- Build close partnership with service desk and resolver teams to drive process improvements
- Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management etc.
Skills/Experience
- Excellent verbal and written communications with proven report writing skills.
- Ability to adhere to governance standards and processes.
- Strong interpersonal and relationship building skills. You must be able to work as part of a team.
- IT knowledge (broad rather than deep) of IT systems and technology.
- Data analysis experience and structured approach to problem solving.
- Strong Excel skills including pivot tables and experience using other Microsoft Office applications.
- Proven customer support experience in a large global IT service support environment.
- Experience with ServiceNow or another ITSM tool preferred.
- An understanding of Service Level Agreements and their application.
- Experience and understanding of ITIL process areas.
- Excellent customer service skills and an ability to listen and understand the customer s requirements.
- Experience of working with technical staff and 3rd parties.
- Previous experience working with senior client stakeholders (director or C-level).
- Ability to multi-task and priorities effectively.
- Willingness to travel and a flexible approach to working hours.
Qualification/Certification requirements
- 3+ years experience in Problem Management
- ITIL certification preferred
- IT or Business degree preferred
