Problem Manager  

Job Summary / Job Purpose

This role is primarily responsible for the Problem Management and Major Incident Handling discipline, ensuring an effective and coordinated processes are developed and practiced across the organization.

1. General Responsibilities

• Manage the overall process for a specific problem to solution.
• Works with Incident Manager in identifying recurring incidents which are to be escalated as a problem.
• Coordinates response to major incidents to ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services; coordinates with Service Desk and IT stakeholders to ensure accurate, appropriate, and timely communication.
• Identifies, prioritize and assigs responsibility for problem.
• Bring the right teams, tools, and information together for resolution.
• Communicate with stakeholders.
• Monitor the problem and known error resolution progress and perform required action.
• Conduct problem review and document lessons learned.
• Create and manage a knowledge base to maintain known errors and workarounds.
• Build awareness of the Problem Management process across the IT group
• Ensures Problem Management KPIs are reported and targets met .
• Conducts postmortem review meetings following major incidents and issues a post mortem report to ICT Management

Job Specifications

• Graduate of Bachelor's degree in Information Technology, Computer Science, Computer Engineering and / or other related courses.
• At least 3-5 years of extensive work experience in related field.
• Solid background on ITIL Processes, particularly on ITIL Incident and Problem management process and procedures
• Strong organization skills and interpersonal skills with ability to motivate people for action across any organization/group
• Good written and oral communication skills with ability to present to Management
• Demonstrable customer management/service skills