Problem Manager - L1

DoRESPONSIBILITIES• 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