Incident Engineer - Problem Management

Title: Problem Manager

Key Responsibilities

• Conduct thorough reviews of RCAs to ensure adherence to quality standards.
• Facilitate and lead RCA meetings, driving actionable outcomes.
• Track and follow up on RCA AIs to ensure timely resolution.
• Develop and improve new guidelines for Problem Management.
• Analyze incident trends to identify underlying problems and propose solutions.
• Collaborate with cross-functional teams to ensure alignment and effective communication.
• Monitor and report on problem management metrics, highlighting areas for improvement.

Required Skills and Qualifications

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with RCA methodologies like 5Why s and other incident management frameworks.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in tools for tracking incidents and problem management.

KPIs

1. RCA Backlog Reduction:
• Percentage decrease in the number of pending RCAs.
2. Action Item Closure Rate:
• The average time taken to close RCA AIs.
3. RCA Quality Score:
• Percentage of RCAs meeting or exceeding quality standards.
4. Meeting Participation:
• Consistency and effectiveness of stakeholder involvement in RCA meetings.
5. Incident Recurrence Rate:
• Reduction in the frequency of recurring incidents due to successful problem resolution.
6. Resolution Timeliness:
• Average time to address and resolve identified problems.
7. MTTX Improvements.
• Reduction in the MTTX metrics due to effective problem management..