Problem Manager

Job Description

What You’ll Do

•    Understand and meet customer agreements (SLO/SLA/commitments)

•    Follow and participate in the improvement of established team processes

•    Identify and enforce to cost reduction measures

•    Accountable for following established team processes

•    Understand ITIL framework (Event, Incident, Change & Problem Management)

•    Collaborate with peers and multi-functional teams

•    Maintaining knowledge required to perform role effectively

•    Participate in regular synch ups

•    Actively share / develop innovation and automations for continued improvement

•    Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs

•    Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2)

•    Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA