Problem Manager - Global Consultancy - 6 month contract (SC Cleared)
Reporting to the Problem Lead, the Problem Analyst's responsibility is management of the Problem Management process in scope of the Service Support ITIL processes. The goal of Problem Analyst is to prevent, remove or minimize the adverse impact of Incidents and Problems on the business that is caused by errors within the IT Infrastructure.
Your role as Problem Manager -
- Completes regular standard tasks following given prioritization.
- Follows procedural activities described in the Problem Management documentation.
- Provides the analysis of the aggregate incident data to identify key trends.
- Collects data for the resolution of the investigated problems and root cause analysis requiring the input of the multiple functions/SDO's.
- Assuring the analysis of the aggregate incident data to identify key trends.
- Provides input into Known Error DB and KM systems.
- Uses knowledge recorded in the KM systems.
- Attends operational meetings.
- Provides advice and assistance to SDOs to support a globally consistent approach to operational processes.
- Effectively uses working relationships with Customers and Suppliers.
- Participate in continuous service improvement.
- Is aware of the service performance and supports improvements implementation.
- Review and quality check RCA templates.
- Performs proactive and re-active investigations for simple problems usually limited to single SDO or internal Service Desk problems, assure timely delivery of the results.
Your profile -
- Ability of managing virtual teams to deliver Problem Management process and working cross functionally.
- Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills.
- Computer systems knowledge, integration, and architecture concepts.
- Experience in various Problem Management reactive and proactive techniques supported by understanding of statistics and quality management concepts.
- Good Management and communication skills, hosting and facilitating of Problem Management meetings.
- Problem solving skills
- Understanding of cross systems interrelations in context of the global business process.
- Understanding of Service Management Framework.
If this role is of interest to you and you feel you have the relevant skills and experience, please submit your CV for review and all suitable candidates will be contacted.