Lead, facilitate and coordinate problem management review investigations after each major incident to establish root cause and corrective actions. Implement effective techniques or other problem-solving methodologies.
Adherence to approved policies and procedures.
Drives steady state, incident reduction and continuous improvement in the ITSM operations support of the organization.
Implement proactive measures to prevent recurring incidents. This may involve working across teams to implement permanent fixes, process improvements, or updates to documentation and training.
Maintain accurate records of problems, their root causes, contributing factors and the solutions implemented. Document timeline, track action (including after actions), impact and relay communication back to customer.
Help Create and update knowledge base articles related to problem tickets to help support teams manage similar incidents in the future.
Understand the impact of recurring problems on customers and end-users. Prioritize problems that have a significant impact on service delivery and customer satisfaction.
Continuously seek opportunities to improve IT services by addressing underlying problems. Work on service improvement plans in collaboration with other ITSM processes to enhance service quality.
Adhere to ITIL best practices and guidelines related to problem management. Ensure that problem management processes align with ITIL standards and contribute to the overall ITSM framework.
Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes.
Generate KRI/KPI reporting to measure success of the problem management process, trend analysis reports of recurring incidents, monthly metrics and other reports as required.
Continuously evaluate the effectiveness of problem management processes and make recommendations for improvements. Stay updated with industry trends and best practices related to problem management.
Participate in other projects and duties as assigned.
Skill Requirements/Preferences
Must be able to take the initiative and be a self-starter.
Enterprise major problem command and control experience managing root cause investigations across several IT disciplines to establish root cause and corrective actions.
Knowledge of project management best practices
Experience in capturing and documenting problem management review investigations meeting minutes and follow ups.
Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent ticket management tools.
Experience gathering and incident and problem management process metrics.
Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.
Experience working in a managed services environment with knowledge of vendor governance.
Experience with high availability/incident response (on call).
Experience in working in a Service Delivery role in a Business-Critical environment. Must have a business/ end user focus with a technical background.
Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment.
Proficient in Microsoft Office 365 applications especially in Word, Excel, PowerPoint and Outlook.
Fluent in English verbal and written.
Some of the soft skills / abilities required for you to be successful in this role include:
Critical Thinking, Problem Solving and Deductive Reasoning.
Leadership - Capacity, Capability, and Competency ( Leaders inspire other to take action )
Commanding presence.
Active Listening with the ability to learn, develop and execute quickly
Great Team Player Characteristics.
Maintaining a professional demeanor and attitude to control the chaos .
Ability and confidence to act decisively and take constructive feedback
Exercise influence over a wide variety of individuals at all levels of technical & business leadership.
Ability to multi-task and make good judgments in a dynamic and high impact environment.
Ability to challenge the assumptions and information that does not reflect accurately the situation at hand.
Excellent phone / video presence and verbal / written communication skills.
Strong relationship management and client centric mindset.
Additional Preferred Qualifications:
ITIL certification.
Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance.
Experience including software development, Unix systems administration, and cloud-based application management.
Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises.
Strong formation in major problem review in complex enterprise environment.
Education Requirements
Bachelor s degree in computer science or related field and a minimum of 4 years of demonstrated in ITSM and/or Information Technology. Or any equivalent combination of experience training, and/or education.
4+ years of work experience
