Problem Manager

What he will be doing:

• Ensure all Problem Investigations and Known Errors are managed effectively through the Problem Management lifecycle and are documented accurately in the Service Management Toolset.
• Attend Post Incident Reviews as required and ensure that any actions are captured and related to the appropriate Problem record(s)
• Arrange and hold Problem reviews to discuss and progress complex and/or stalled problem investigations.
• Ensure that Problems records are classified, prioritized and assigned correctly and details of the incident symptoms and workaround have been captured.
• Hold regular problem reviews with Support teams to review the current status and priority of ongoing Problem Investigations.
• Carry out regular Incident/Problem task reviews with the appropriate owners to ensure that all Incident/Problem Mitigation tasks are being delivered to agreed timescales.
• Raise Known Error records where root cause has been identified and a workaround is in place and manage Known Errors until a Permanent Fix has been put in place.
• Ensure that all high severity incidents are related to a Problem or Known Error record.
• Produce and deliver formal Problem reports to clients and FIS Management within agreed Service Levels.
• Ensure all additional mitigation tasks (identified by the Post Incident Review) are raised on the system, related to the Problem Investigation or Known Error and have agreed owners/target dates.
• Ensure all work is delivered to contractual SLAs and/or agreed timescales.
• Produce accurate statistical reporting for Problem Management and deliver to appropriate stakeholders agreed timescales.
• Perform trend analysis of incident data to proactively identify underlying problems leading to common and/or repeat incidents.
• Contribute to the introduction and ongoing review of all Problem Management procedures, documentation, and statistical reporting.
• Manage and prioritize workload efficiently, ensuring any concerns regarding delivery are escalated promptly.
• Support and assist the wider Service Desk and Incident Management functions as and when required.

What he needs to have:

• Minimum 5+ yrs of considerable knowledge of Problem management principles, procedures, and techniques.
• Knowledge of Problem Management techniques such as 5 WHY, Ishikawa, Cause-effect, Apollo Root Cause Analysis etc.
• Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to communicate effectively to all levels within the organization
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Demonstrated skill in timely, proactive, responsive follow-through on deliverables
• Ability to organize tasks and priorities effectively and under minimal supervision
• Proven ability to function in an environment requiring flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions