Problem Manager

Skill- Problem Management

Mandatory knowledge- Problem Management/RCA/5 WHY/Fishbone/Proactive/Reactive/ITIL

Notice Period - 0-45 Days Max

• Take the ownership to oversee the day to day operations relating to Problem Management and Incident Management.
• Take overall responsibility for Problem Management and Incident Management receive proactive problem tickets from service providers, coordinate assessment of business impact with Customer and progress tickets to the next stage
• Ensure cross dependencies across supplier for RCA Submission & Problem Resolution are handled efficiently
• Coordinate Root Cause Analysis across multiple providers
• Evaluate and approve recommended solutions to Problems
• Coordinate production of Requests for Change to resolve Problems
• Analyse problems and incidents and identify and address trends and problem sources in the end-to-end services
• Monitor and address issues with the performance of the Service Providers in identifying, reporting and resolving Problems and Errors
• Perform Major Problem Reviews
• Consolidate Problem Management reporting across Suppliers
• Provide guidance to internal and external Service Providers in fulfilling their Problem Management roles and responsibilities.
• Identify and implement process improvements and ITSM platform/integration enhancements relating to same
• Ensure Problem Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement
• Regular monitoring to avoid SLA breach, reduced backlog/ageing, timely submission of RCA
• Consolidate reports related to Problem Management from all Service Providers
• Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Problem Management Process workflows
• Conduct regular trainings for process awareness and improve process compliance
• Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
• Running both technical conference bridges and business update calls
• Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
• Driving decision making for incident resolution and minimizing impact to the business
• Escalation to Senior IT Management
• Providing incident updates to stakeholders
• Capturing incident follow ups and completing formal Post Mortems
• Identifying stability trends and escalating them through the Problem Management process
• Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
• Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents

Monitor the resolution of incidents involving multiple Service Providers