Problem Manager
Core
Manage ITSM problem records through resolution, conduct root cause analysis, and coordinate with service teams to prevent major service-affecting incidents.
Role type
ITSM Problem Manager
Builds
Problem management processes and incident-to-problem transition workflows
Domain
IT Service Management (ITSM)
Deliverable
client delivery
Required skills
root cause analysis, problem record management, incident management, report writing, data analysis, cross-team coordination, SLA impact assessment
Preferred skills
ITIL qualification, service operations experience, customer-facing experience
Technologies
ITSM tools
Responsibilities
Manage Problem Records through to resolution, including root cause analysis; Ensure that problem records are well documented and effectively tracked; Produce updates to Major Incident Reports; Ensure that RCA summary reports are sent promptly; Work in unison with the Incident Management process; Proactively identify risks and make recommendations to mitigate them
Seniority
Mid-level, hands-on IC
