Problem Manager Job Description
Problem Manager Duties & Responsibilities
To write an effective problem manager job description, begin by listing detailed duties, responsibilities and expectations. We have included problem manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Problem Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Problem Manager
List any licenses or certifications required by the position: ITIL, V3, COBIT, PMP, ITSM, CSI
Education for Problem Manager
Typically a job would require a certain level of education.
Employers hiring for the problem manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Technical, Engineering, Education, Business, Information Technology, Management, Information Systems, Science, Communication
Skills for Problem Manager
Desired skills for problem manager include:
Desired experience for problem manager includes:
Problem Manager Examples
Problem Manager Job Description
- Track and communicate progress of problem(s) to relevant parties
- Review progress/results with client and/or (senior) management
- Maintain Known Error database
- Problem management reporting and metrics
- Drive the process the adherence during any Incidnet Handling
- Participate in the Incidents to ensure that all parties contribute to the resolution
- Coordinate between multiple support teams and with vendors to delivery incident resolution
- Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required
- Inform the respective owners on the open incidents
- Validate the impact on the incident and update customer on the further action
- Liason with the process team to provide any work arounds if available
- Review all incidents of the day for logical closure
- Initiate problem management on all P1and P2 tickets
- Attend to the Mail Box and ensure all mails are responded
- Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented
- Update the details on the Incident in the tool and manage the over all execution of the Incident
Problem Manager Job Description
- Identifies areas within the delivery tower that require focus, ex
- Able to perform Pro-active root cause analysis based on incident trends and non-incident based triggers (ex
- Developing problem management procedures, when required
- Co-ordinate the focus of detailed trending aligned with target areas identified
- Ensures that necessary reports
- Proactive in identification of possible problems before incidents occur
- Ensure all problem management activities are documented in Problem Management Tool and maintain updated records in the Known Error Database
- Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/Fishbone, Failure Mode and Effects Analysis [FMEA])
- Call and chair Post Mortem Review meetings following Major Incidents
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc
- MS Project plans responsibility and MS Project Server SME
- A minimum of three years of experience as 1st / 2nd Level Assurance Operations in an operations/services/technology environment
- Good understanding of New MSTOP processes and definitions, of MSDP tools and of the MS Governance Model
- ITIL Problem Management experience is a plus
- Competency in process development, execution, and administration
- Knowledge of Telecom (Radio, Access, Core, Transport)
Problem Manager Job Description
- Maintain Process and Procedure documents
- Management and co-ordination of technical resource and the provision of awareness communications to the wider organisation for all UK based Severity 0, 1, 2, 3c, 3 Incidents on a 24*7*365 basis
- The post incident reporting of Severity 0,1,2,3c,3 resolution information and establishing appropriate actions to identify root cause and prevent recurrence, including the completion of Post Incident Review documentation
- Co-ordination and leadership of virtual and remote working support teams
- Ensure that an accurate view of downtime is provided to Service Level Management
- Monitoring the overall execution and health of Incident Management and Problem Management activities, including chairing a daily Service meeting and compiling Incident and Problem based reporting
- Support of Risk Management Events through ownership of Technology caused issues, utilising our standard Incident and Problem processes to provide root cause and mitigation/prevention details
- Provides desktop computer, printer, and video-teleconferencing support according to applicable standards and procedures
- Employs exceptional customer service skills, manages/prioritizes multiple simultaneous efforts
- Ability to lift standard PC equipment and peripherals for the purpose of installations and moves
- Project Management basic knowledge
- Expertise in of the standard problem-solving frameworks
- Good understanding of New MSTOP processes and definitions, of MSDP tools and of the MS Governance Model is a plus
- At least 5 years experience in Problem Management
- Deep understanding of Service Management best practices such as ITIL, particularly Service Transition, Service Operations and CSI
- Four year college degree in Risk, Computer Science, Information Technology, Business Administration or High School diploma and 4+ years equivalent experience required
Problem Manager Job Description
- Provides timely updates of work status via the Service Desk Ticketing System
- Participates in Help Desk Coordinator and Tech on Duty coverage as required
- Functions as the one of the senior leads for technical troubleshooting
- Coordinates IT equipment moves
- Liaisons with VTC Engineer and VTC Operator as needed or directed by Project Manager
- Liaisons with government IT leads as required
- Performs the management of both reactive root-cause analysis and proactive trend analysis within IT
- Manages problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards
- Ensures accurate and appropriate communications during problems
- Produces trends analysis of recurring Problems/Incidents
- Understanding of MSTOP framework & principles
- Leadership qualities – can lead meetings and drive actions
- Minimum 1 year of Change/Incident/Problem Management experience
- Inquisitiveness understood as desire to seek the origin of the problem
- Ability to associate information, analytical thinking
- BS/BA in related discipline (i.e., Business Administration, Computer Information Systems, Management Information Systems) or equivalent experience
Problem Manager Job Description
- Produces 'Escalation Reports' on recurring issues and issues not being resolved
- Ensures compliance with latest DoD STIGS
- Documents and assists in correcting Electronics Security Violations
- Provides informational updates to the Field Activities in regards to the aforementioned activities
- Establishes, leads and manages ITSM Problem Management processes across all CHI Managed Service Providers and CHI ITS IT operations
- Build a strong relationship with technology and business partners
- Work with the Customers, IT teams and 3rd parties to ensure end-to-end problem management resolution
- Work very closely with the two Incident Managers to support ITIL best practise and to help manage on a day to day basis
- Analyse data and metrics, analyse trends and agree follow up actions with IT, Customer and 2rd party stakeholders
- Helps deliver a Problem Management capability that supports IT infrastructure services which require 24x7 supports
- Four year college degree in Risk, Computer Science, Information Technology, Business Administration or equivalent experience required
- Experience in Proficiency in authoring tools
- Experience in Key ITSM processes such as incident and problem management, service level management
- At least 1 year experience in ITIL
- Working experience of technologies
- Ability to work well within a team to learn and share knowledge