Job Description

Execute end to end Problem Management process

Conduct RCA meetings and derive root cause for all customer impacting outages Using various RCA techniques and work with resolver groups on deriving root cause and preventive / corrective action items.

Generate various operational parameters and reports related to ITSM Problem management. Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses.

Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur. Record, manage and escalate service problems as appropriate;

Maintain close liaison with support teams and senior managers over the introduction of major changes in order to resolve problems.

Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management.

Log known errors on the database and keep up to date. Manage multiple faults occurring on the same piece of equipment and to manage the occurrence of the same fault on many units. Co-ordinate/ manage major multi-client impacting incidents and support the Senior Problem Co-ordinate problem resolution action plans,

in the event a fault requiring a fix by more than one referral group. Represent Problem Management at Daily Service Review and pick up any associated actions Attend Problem Management Forums on a regular basis.

Additional Information

Good Communication Skills required.

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