PROBLEM MANAGER - ITIL
Problem Manager required by my client to take responsibility for managing Problems for the organisations Service Management Model based on ITIL best practices. The Problem Manager will have significant experience in this area; be focused on core IT Service Management / ITIL functions specifically problem management, however must also possess a strong awareness of other areas such as incident management, change management, configuration management, service level management. You will ensure that standardised methods & procedures (ITIL v3) used for efficient and prompt handling of all problems in order to minimise the impact on service quality.
Taking responsibility for Ownership/Coordination of actions of problems
Analyse root cause (RCA), identify Known Error & coordinate actions to fix error.
To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
Prevents the replication of Problems across multiple systems
Reviews the efficiency and effectiveness of the Problem control process
Monitors the effectiveness of error control and makes recommendations for improvements
Maintains inventory of problems under analysis and their current progress and status
Produces Problem Management reports and management information
Prevents recurrence of issues by identifying root cause and implementing fix
To be successful in this role, you will have a minimum of 3 years Problem & Incident experience, Be qualified to at least ITIL v3 Foundation (ITIL v3 Practitioner is desirable), possess a technical understanding of network infrastructure environments. You will be passionate about delivering a first class service and have excellent communication skills as well as superb customer engagement and stakeholder management.