Supv, It

General Responsibilities
- Process owner, responsible for designing, developing, maintaining and improving the process and procedures
- Ensuring that appropriate process documentation is available and current
- Periodically auditing the process to ensure compliance to policy and standards
- Periodically reviewing the process strategy to ensure that it is still appropriate and change as required
- Communicating process information or changes as appropriate to ensure awareness
- Reviewing opportunities for process enhancements. Monitor and drive the efficiency and effectiveness of the process through various reports and metrics.
- Addressing issues with the running of the process and providing input to the ongoing service improvement plan

Specific Primary Responsibilities

Problem Management Practice:

- Responsible for problem identification via various methods like Incident trend analysis, review of Critical and High Impact incidents.
- Liaise with all problem resolution groups via RCA calls (hosting them) and standard communication methods to ensure swift resolution of problems within SLA targets
- Formal closure of all Problem tickets, includes problem closure review analysis to enhance the effectiveness of closed problems
- Host and Drive Problem Review Meetings periodically to discuss on aged problems, closed problems (for closure effectiveness) and known errors
- Arranging, running, documenting and all follow-up activities relating to Major Problem Reviews (for P1 and all high visibility incidents)
- Ownership and protection of the Knowledgebase, contribute to the Knowledgebase inclusions

Additional Responsibilities

1. Reporting and Metrics
- Produce management metrics and reports covering all aspects of Incident, Problem, Change, Release, Configuration and Knowledgebase Management
- Ensure development of reports based on business/service lines to provide better and specific visibility Business lines individually
- Responsible for continual service improvement actions arising out of the metrics

Skills and Certifications Required

1. ITIL V3/V4 Foundation Certified
2. 7 years of total IT experience with at least 3 years into Problem Management and other ITIL process areas like Incident/Req, Change & Config Management.