Responsibilities
About the role:
Reporting to the Director of Service Delivery, the Problem Manager is accountable for managing the lifecycle of all problems, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure a world class customer experience.
As a member of the Service Delivery team, the Problem Manager will manage the day-to-day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures. This included, but is not limited to facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre-determined SLAs.
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The Problem Manager role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIS. SLAs, and CSFs. The incumbent will provide governance and oversight; maturing the process and driving problem management adoption.
What you'll do:
- Drive root cause diagnosis and build trusted relationships with the IT organization and functions outside of IT to ensure strong problem management best practices
- Managing the lifecycle of all problems
- Responsible for the documentation of root cause investigation; ensuring response to action items are meeting SLAs
- Responsible for recording an accurate description of the root cause investigation within the IT Service Management tool
- Assist in the creation and facilitation of the Major Problem Review
- Responsible for measuring and reporting on KPIs and the Problem Management Process performance
- Responsible for the Continual Improvement of the Problem Management Process
- Providing governance and oversight of the end-to-end problem management process
- Reporting on organizational performance relative to KPIs and SLAs
- Driving problem management adoption across the organization
- Participate in Service Improvement initiatives to drive a better customer experience
- Overseeing and accountable for the adherence to the problem management policy and procedures
- Audit readiness and compliance
- Driving improved process integration, especially with Major Incident Management
- Proactive problem management. Perform trend analysis to mitigate operational risk and unavailability
- Testing and participating in the road map of the ITSM system
- Participate in the Major Incident Review
- An active facilitator between different functions and business units to drive root case analysis
What you'll need:
- Post secondary diploma/degree in Computer Science, Mathematics, Business IT or related major
- ITIL qualified
- Excellent written and verbal communication in English
- Analytical abilities, attention to detail, stability, responsibility as well as customer focus
- Ability to work independently as well as part of a customer facing team
- Excellent Knowledge of reporting methodology, PowerBI and/or advanced excel.
- Good technical understanding across infrastructure, at a high level to ensure understanding of basic concepts
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