IT Problem Manager

Role & responsibilities :

• Oversee day-to-day process execution for the Problem Management process
• Gathering data on incident trends, hardware and software failures, and resource utilisation and capacity issues. Analysing these trends to identify potential problems and/or recurring incidents. Identifying potential solutions, assessing the impact of each, and evaluating alternatives. Putting strategies and processes in place to solve problems permanently.
• Identifying resolved problems as candidates for inclusion in the Known Error Database and helping the teams to develop workarounds to problems with no permanent fix.

• Implement mechanisms for proactive problem management by analysing historical data to identify and eliminate potential incidents before they occur.
• Responsible for improving and protecting the availability and resilience of the companys IT infrastructure.
• Developing, implementing and improving the problem management process
• Integrating the process into the ITSM toolset
• Schedule and chair Problem Review / Problem Board & Problem Task review meetings, delivering regular and consistent reports enabling management Information critical for decision making. Escalating issues to senior management when traction is not happening on tasks assigned to technicians

Preferred candidate profile

• Equivalent to 6-8 years of overall experience in the IT industry
• Equivalent to 2+ years previous experience undertaking analytical problem solving within an IT environment is essential
• Equivalent to 2+ years Experience working within a complex technology environment is essential
• Equivalent to 2+ years Experience in an IT Service Management environment is essential
• Minimum 2 years’ experience with Service Now ITSM tooling is essential
• Equivalent to 2+ Years or more demonstrated experience in working with diverse teams across on and offshore including line and performance managed is essential.