Job Description

Ensures the effective operation of the Problem Management Process and oversees the Problem Management process delivery Manage proactive and re active investigations protecting client s business and initiates actions to improve or correct the situation ensures that customer s business interests are maintained over and above those of any specific SDO secures prioritization of problems from a business perspective Ensures that cross SDO problem investigations are conducted effectively securing end to end Service Level Agreement acts as escalation point in scope of root cause analysis process Ensures high quality reports manages associated management actions shares root cause and known errors and other lessons learnt across the regions and with service providers Gets to the root cause of Incidents and proposes actions to improve or correct the situation Manages the resolution of the complex problems and root cause analysis requiring the input of the multiple functions SDO s Manages or coordinates implementation of corrective actions recording of residual business risk communicates high quality updates to all stakeholders Ensures that active knowledge sharing exists between all engaged parties ensures mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across SDOs and Service Domains Ensures that stakeholder resources are appropriately identified and coached Primary Skills Problem Management function and processes on a periodic basis Reviews and authorizes and updates operational Problem Management documentation Creates and maintains a network of the Problem Management contacts within the SDO s and Service Domains Builds and maintains effective working relationships with Customers and Suppliers Leads operational and management Secondary Skills Monitors performance of the service and manages improvements implementation Participates and inputs to cross functional operational meeting ITIL V4 certified

Monster