Problem Management Job Description
Problem Management Duties & Responsibilities
To write an effective problem management job description, begin by listing detailed duties, responsibilities and expectations. We have included problem management job description templates that you can modify and use.
Sample responsibilities for this position include:
Problem Management Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Problem Management
List any licenses or certifications required by the position: ITIL, ITSM, II, V3, IAT, PMP, CCNA, IAM, CCNP, RCA
Education for Problem Management
Typically a job would require a certain level of education.
Employers hiring for the problem management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Information Technology, Engineering, Education, Technical, Technology, Business, Business/Administration, Information Systems, Management
Skills for Problem Management
Desired skills for problem management include:
Desired experience for problem management includes:
Problem Management Examples
Problem Management Job Description
- Commit to continuous process improvement of Problem Management
- Analyze data in the ticketing system periodically and identify possible chronic incidents that should be considered for problem management
- Communicate the status of existing problem records at the weekly problem management forum
- At least 6-10 years of experience, with progressive responsibility, in enterprise level operations or technical support environment involving a geographically distributed team, platform, and customer base
- At least 5-8 years of experience in a management or leadership role with personnel responsibilities
- Working knowledge of Linux / Unix system administration and troubleshooting
- At least 5 years of experience working with very large-scale multi-platform server deployments across multiple, global data centers
- Experience in highly regulated industries, preferably financial
- Experience with cloud / SaaS and managed services environments
- Manages the formal GTI root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews occur as soon as reasonably possible for all P1S1 issues
- Knowledge of NPL process (execution, process, deliverables)
- Run post-implementation reviews to ensure changes intended to resolve problems, known errors, and associated incidents are completed and known error updates occur
- Partner’s with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI
- 0-3 years of general experience in EFT transaction processing – (Preferred)
- 0-3 years of experience using an industry recognized Problem/Incident/Change ticketing system – (BMC Remedy or ITIL based Preferred)
- 0-3 years of experience in EFT switching application (CONNEX/Advantage) (Preferred)
Problem Management Job Description
- Creates and distributes Problem Management reports
- Notifies the participants in the Problem Management process when standards and process are not being followed
- Investigate and produce corrective action plans to eliminate repeat problems
- Perform proactive problem analysis, develop insights and recommendations, and engage and influence across the technology and business units to implement and improve problem resolution
- Interface with the incident management function to ensure post incident problems are quickly and readily identified and actioned, and incident root cause where it is change related is appropriately identified, reported and systemic issues actioned
- Application Resiliency resources need to immediately grasp the depth of the issue, perform Gap/Impact analysis, define and communicate a remediation plan, conduct research interviews, and coordinate resolution with impacted teams
- Assigned resource should be self-motivated, results driven, and have an understanding of the underlying Tools and Data Repositories
- Analytical and presentation skills are a must
- Manage problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards
- Understand the impact of the reoccurring incident and analyze the priority to determine the root cause
- Strong communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
- Experience in operational excellence, Lean Six Sigma methodologies preferred
- Willingness to obtain ITIL certifications, unless already attained
- Delivered results on deadline
- At least 1 year experience in At least 1 year experience in MS Office tools - Experience in IT
- Bachelors degree in an Information Technology discipline
Problem Management Job Description
- Assisting in defining the Problem Management process, modified to fit USTRANSCOM’s operational environment
- Own, devise, and deliver the Global Incident and Problem Management Strategy
- Driving the efficiency and effectiveness of the incident and problem management processes globally
- Monitoring the effectiveness of incident and problem management processes and making recommendations for improvement
- Driving, developing, managing and maintaining the major incident process and associated procedures (escalations, communications, vendor engagement, and follow on problem management process
- Auditing the Incident and Problem Management processes
- Ensuring that all IT teams follow the incident and problem management process for every incident and problem
- Develop a high performing global incident and problem management team
- The successful candidate will own CWT global Incident Management delivery and will also form part of the combined Incident and Problem Management delivery team within the Service Operations function
- Responsible for acting as an escalation point to expedite problem resolution
- Capable of exerting effort and information from all levels of staff
- Possesses a university degree/college diploma, preferably in business or technology and 3-5 years relative work experience
- Familiarity with Service Management toolsets
- The candidate for this role will participate in an On-Call rotation that will require ability to respond to Incidents within 15 minutes of notification 24/7/365 for a week
- The candidate will be able to leverage an Agile work environment where facilities permit
- Knowledge in network architecture, TCP/IP, load balancing
Problem Management Job Description
- Monetary Transaction – This would include all researching and/or processing of transactions related to allocation of funds for DMMFO/PDM with emphasis on the loss mitigation area including ALS and MSP platforms
- Invoicing – Receive refunds to be researched to proper G/L reimbursement
- Implementing (or coordinating the implementation by IT Environment Vendors, if applicable) permanent fixes or resolutions for IT Environment Problems, where technically possible, and, where this is not technically possible, implementing workarounds for the applicable IT Environment Problem
- Initiate investigations to resolve potential service interruptions and those caused by Incidents
- Ensure the professional facilitation and coordination of problem investigations, review meetings and Major Incidents
- Lead post mortem investigations into high impact failures
- Participate in problem reviews, root cause analysis and trend analysis
- Manage root cause analysis between cross functional technical and business teams
- Collaborate with Incident Management to provide root cause analysis and restore service(s)
- Provide key input into Service Operations’ strategy and be responsible for identification and implementation of continuous improvement opportunities
- Degree / Master’s degree in Computer Science, Computer Engineering, Communications Engineering or equivalent
- Ability and willingness to work “hands-on” and on conceptual level
- Strong technical background in DC network areas
- Multi-vendor experience (Cisco, Arista, F5, Checkpoint, …)
- Experience and ability to break down complex items to workable elements
- Strong communications skills (up to C-levels)
Problem Management Job Description
- Build and maintain working relationships with all teams across IT, developing an understanding of each team’s abilities and responsibilities
- Plan and lead effective meetings and conduct structured interviews to collect information
- Identifies key data and develops trending reporting
- Individual will provide on-call support (2 weeks on
- Ownership of problems that have been identified
- Allocate problem ownership within areas of expertise within the company and with suppliers
- Ensure that solutions are identified and developed
- Provide analysis on problem impact
- Allocate priority to problems
- Ensure resolutions are rolled into network and provide analysis that validates the solution
- Fluid English and German
- Completion of industry certifications in related areas of specialty Microsoft, ITIL, PMP, is considered an asset
- Conduct performance evaluations, recommending promotions and discipline, hiring decisions
- Understanding of IP network (LAN/WAN infrastructure, switches, routers and firewall)
- Knowledge IP Telephony (VoIP), IP VPNs
- A very good knowledge on state of the art network monitoring methods/techniques and tools (TeMIP, NetCool, MRTG)