Problem Manager - L2

Job Description

Do
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

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