Problem Manager

Purpose of Role:
Ensure positive perception of the problem management process
Continuously improve our capability on problem management provided to our customer
Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis
Communicate and coordinate with concerned parties through the Problem Management process
Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented
Overlook the Known-error database

Responsibilities
Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).
Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.
Work with stakeholders to agree prioritisation of problems and deliverables associated with specific problems.
Make and drive root cause investigations, problem investigations, Managing RCA between technical teams
Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.
Analysis and reporting of incident trend data to identify and eliminate root causes.
Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
Support development and monitor implementation progress on permanent solutions
May involve liaising with internal, external and third party suppliers.
Maintain known error database updating with relevant solutions
Production of statistics and reports to demonstrate performance of the Problem Management process.
Ensure that agreed service levels are measured and monitored on an ongoing basis
Ensure that the policy and standards for problem management are fit for purpose, current and are correctly implemented.
Contribute to the development and implementation/improvement of policies and procedures.
Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
Follows ITIL framework
Raise risks and provide structured recommendations
Support the development of mitigations and contingency plans
Challenging non-fact based decisions
Quality assures Problem Management output prior to publication for the protection of both BT and the customer.
Comply with BT security policy, standards, baseline, and procedures
Complete all mandatory security trainings timely and successfully

Required Experiences and Skills

Minimum bachelor degree and previous problem management working experience
Excellent, elevated level of business English (both verbal and written)
ITIL V3 Foundation certificate
ITIL v3 Intermediate / Expert preferred
COBIT certificate (not mandatory but a plus)
Provides great customer experience and support
Excellent on manage parallel work streams
Team-player attitude
Expert on making presentations and present this to wider audience.
Excellent communication and Customer care
Customer-oriented thinking
Willingness to handle tricky situations
Act properly and consequently in stressed situations
Desire for learning and knowledge sharing
Committed for strong documentation
Confident Windows and MS Office user

Desirable Skills

Affinity to technology and processes.
Understanding of Data network, however voice IT products is a plus.
CCNA Preferred
Enthusiastic and pro-active personality.
Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).
Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
Experienced and competent in own area.
Good understanding and practice of Problem Solving techniques (5 Whys, Fishbone, Kepner-Tregoe, etc.).
Able to appropriately use a range of relevant statistical functions to summarize and analyse data.
Able to identify root cause of problems provided all required information is available within domain.
Network (LAN, WAN, Wireless, IPT, etc.) end user support (not required but a plus).
Experience with the most common ITSM tools available in the market (BMC, Service Now, CA, HP).
Shares own expertise with others.
Provide guidance and support to others. Completes own role independently or with minimal supervision/guidance.
Applies knowledge/skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements.
Able to construct presentation slide decks summarising key service level outcomes, trending, root cause information and mitigation detail.
Confident presenter able to tailor material and delivery to meet different audience requirements.
Identifies solutions to non-standard tasks/queries.
Awareness of internal/external business issues and best practice in own discipline which is then applied to own role.
Creates informal networks with key contacts within own area.
Behaves with high professionalism, is always on time and manages priorities and expectations effectively for self and others.