Problem Manager

**Problem Manager**
Our client is an International Financial Institution looking for an experienced **Problem Manager.**

**Key Responsibilities**
- Track and communicate progress of problem(s) to relevant parties.
- Review progress/results with technical teams and/or (senior) management
- Maintain Known Error database.
- Problem management reporting and metrics
- Meet with Problem Owner to review process and procedures.
- Accountable for the formal closure of all Problem records for their support area
- Identifies and defines critical success factors, and KPIs.
- Reviews After Action Reports
- Accountable for the resolution of operational problems and issues that impact service delivery in all service deliverables
- Ensure operational effectiveness and efficiency of Problem Management process.
- Manage compliance of Service Provider Groups to Problem Management process
- Proactive in identification of potential problems before incidents occur.
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc

**Skills**
Assist work groups in prioritising workload to meet service level commitments.
- At least 5 years’ experience in Problem Management
- Deep understanding of Service Management best practices such as ITIL, particularly Service Transition, Service Operations and CSI Inquisitiveness understood as desire to seek the origin of the problem.
- Ability to associate information, analytical thinking.

**Halian Group**

With over 25 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.

Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.

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