Skills, knowledge, experience required
IT Service Management -Problem Manager
•Minimum 2 years experience with the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. (SFIA V6 PBMG Level 4)
•Qualified to ITIL Foundation and with a good knowledge of Service Management practices, has experience in negotiating roles associated with typical customer-provider organisation.
•Strong and effective communicator with ability to provide presentations, reports and concept papers.
The problem manager initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures. (SFIA V6 PBMG Level 4)
•Responsible to the Section Head for the tracking and managing all problems throughout their lifecycle.
•Ensures problems are dispatched and tracked to the correct functional resolver group/s.
•Arranges SME meetings as and when required to assist in RCA and final resolution and report.
•Assist in the drafting of RCA reports to the Customer
•Builds a rapport and liaises with NCI Agency resolver groups to resolve problems within agreed targets
•Escalate problems to the Section Head and Service Owners when resolution and fulfilment targets are exceeded.
•Carries out proactive problem management by inspecting incident and event management reports.
•Provides guidance and support to staff on the execution of problem management.
•Assists in the alignment and maintenance of the service management toolset module to support problem management and associated KEDB and workarounds
•Ensuring that known errors and workarounds are available and communicated, allowing the Operations Centre and specialists to react appropriately in response to an incident.
•Reports all conflict and disagreement immediately to the Section Head.
•Reports on resolver group breaches of process and procedure to the Section Head.