Problem Manager
il y a 2 semaines
Responsibilities:
- Track and communicate the progress of identified problems to relevant stakeholders.
- Conduct regular reviews with technical teams and senior management to assess progress and outcomes.
- Maintain a comprehensive known error database to facilitate efficient problem resolution.
- Generate problem management reports and metrics to evaluate performance and identify areas for improvement.
- Collaborate with Problem Owners to review and refine process and procedure.
- Oversee the formal closure of all problem records within your support area.
- Define critical success factors and key performance indicators (KPIs) to measure problem management effectiveness.
- Review afteraction reports to extract insights and drive continuous improvement.
- Take accountability for resolving operational problems that impact service delivery across all service areas.
- Ensure the operational effectiveness and efficiency of the Problem Management process.
- Manage and enforce compliance of Service Provider Groups with Problem Management procedures.
- Proactively identify potential problems before they escalate into incidents.
- Drive technical teams to conduct root cause analysis (RCA) using proven problem analysis methodologies.
- Produce trend analysis reports on recurring problems and incidents, identifying patterns and key areas for improvement.
Required Skills and Experience:
- Minimum of 5 years' experience in Problem Management within a complex IT environment.
- Deep understanding of Service Management best practices, particularly ITIL, with a focus on service transition, service operations, and continuous service improvement.
- Strong analytical thinking and the ability to associate information effectively.
- Proven ability to prioritize workload and meet service level commitments.
- Excellent communication skills, with the ability to collaborate effectively with crossfunctional teams.
- Experience with problem resolution methodologies such as Kepner Tregoe, Ishikawa/Fishbone, and Failure Mode and Effects Analysis (FMEA).
- Knowledge of databases and analytical tools used in problem management.
- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
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