Job Summary:
A Problem Manager is responsible for managing the lifecycle of all problems that arise in an organization. Their primary goal is to prevent incidents from happening, and to minimize the impact of incidents that cannot be prevented.
Key Responsibilities:
- Problem Detection and Categorization: Identify and record problems by analyzing incident records and using data collected by other IT service management processes.
- Problem Analysis: Investigate issues to determine their root causes. Collaborate with IT support teams to gather information about the technical background and the impact of incidents on business processes.
- Preventive Measures and Solutions Development: Propose and implement solutions to prevent future problems. This may include changes in software, hardware, processes, and where necessary, policies.
- Change Management Coordination: Work closely with the change management team to ensure that changes necessary to resolve and prevent issues are prioritized and implemented effectively.
- Status Monitoring and Communication: Keep stakeholders informed about the status of problem resolution efforts. Communicate effectively with internal teams, management, and possibly external stakeholders regarding the progress of problem resolution.
- Documentation: Maintain a knowledge base of known issues and solutions to support incident and problem management teams. Document solutions in an accessible and understandable way.
- Continuous Improvement: Continuously improve the problem management process and drive initiatives to increase effectiveness.
- Reporting: Generate regular reports on problem trends, the status of ongoing problems, and the effectiveness of the solutions provided.
Skills and Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Experience in IT service management: Familiarity with ITIL practices is highly beneficial.
- Analytical skills: Strong ability to analyze complex data and translate it into actionable solutions.
- Communication skills: Excellent verbal and written communication skills to interact with a variety of stakeholders.
- Problem-solving skills: Ability to think critically and provide solutions to complex problems.
- Organizational skills: Strong capability to manage time and prioritize tasks effectively.
- Certifications: ITIL Certification (preferably in ITIL Service Operation or Continual Service Improvement)
- Any relevant certifications in IT service management or related fields can be beneficial.
