Good understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix / Windows OS/Exchange and Remote Server Management domains
Drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive, IT platform managers. participating in Problem Management meetings and reviews,
Identifying Problem Investigation, assignment issues, Acting as an initial escalation point for day-to-day Problem Management issues
Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target levels.
Providing and validating Problem resolution adhoc status reports as requested
Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets are met
Document and track all actions to resolution, so that either changes are implemented or Risks Accepted and signed off. Closing any associated Problem Investigations and ensuring adequate documentation of the resolution
Implement a mechanism to record Known Error's within the account and the associated workarounds
Facilitate between Resolver groups, customers, and 3rd parties as required,
Engage with support groups to arrange for and schedule resources / actions, co-ordinate the investigation and solutioning of Known Errors, so that proposals can be made with the options available.
Agreeing closure of Problem Investigations.
Developing problem management procedures, when required. Identifying incidents with high impact to the business, high cost etc and initiating and undertaking service improvement programs, Enabling the business to fully accrue the benefits of having an IT service through reducing service problems/loss of service (which presumably cost the business money),Better understanding of the nature of service problems,
Create awareness campaign amongst IT staff about problem Management. Monitoring regular Problem measurements e.g. KPIs,Ensure that key Knowledge is passed from the Problem Mgt process out into other processes (Ensuring that lessons learnt are recorded in the various knowledge bases held within the account teams, and shared wherever beneficial),
Co-ordinate the focus of detailed trending aligned with target areas identified. Conduct high level overview trending (especially around Critical Incidents),Provide feedback to Incident Categorization based upon findings in Problem management to improve the quality of MI available ITIL certification is preferred but not mandatory