Problem Manager

Problem Manager & Major Incident Manager

The Problem Manager, following ITIL V4 best practices, is responsible for the efficient and effective management of IT problems and incidents to minimize their impact on the organization. This role involves identifying the root causes of issues, implementing preventive measures, and ensuring a continuous improvement process within the IT service environment.

The Major Incident Manager is responsible for effectively managing and leading the response to major incidents, ensuring that all resources are deployed efficiently to resolve the incident and minimize its impact on the organization. This role plays a critical part in maintaining the continuity and reliability of IT services.

Years of experience needed – Min 4 - 6 years as a Problem and MIM Manager

Technical Skills:

Problem/Incident Identification and Analysis:

Quickly assess and classify incidents to determine their impact and urgency.

Identify major incidents based on predefined criteria.

Serve as the central point of contact for all major incidents.

Coordinate and lead cross-functional incident response teams to address incidents promptly.

Communicate effectively with all relevant stakeholders, including senior management, technical teams, and end-users.

Provide timely and accurate updates on the incident's status and resolution progress.

Communicate effectively with all relevant stakeholders, including senior management, technical teams, and end-users.

Provide timely and accurate updates on the incident's status and resolution progress.

Monitor and guide the incident resolution process, ensuring that resources are allocated effectively and that escalation paths are followed when necessary.

Work closely with technical teams to facilitate the restoration of services and minimize downtime.

Ensure that service-level agreements (SLAs) are met or that deviations are properly communicated.

Make critical decisions to expedite resolution, such as approving changes or workarounds.

Analyse incident and problem data to identify recurring issues.

Collaborate with Incident Management and other relevant teams to prioritize problems based on impact and urgency.

Conduct thorough root cause analysis to determine the underlying reasons for problems.

Problem Resolution:

Lead the effort to resolve problems promptly, working closely with technical teams.

Facilitate problem resolution by providing the necessary resources, information, and support.

Implement workarounds or solutions to prevent the recurrence of incidents.

Change Management:

Coordinate with Change Management to ensure that changes are implemented to address the identified problems.

Verify that changes are executed successfully and that they resolve the root causes.

Preventive Measures:

Propose and implement proactive measures to prevent known problems from recurring.

Monitor and report on the effectiveness of preventive actions.

Knowledge Management:

Maintain a knowledge base of known problems and documented solutions.

Ensure that all relevant information is available to the support teams.

Reporting and Documentation:

Generate regular problem reports to stakeholders, highlighting the progress and impact of problem management efforts.

Keep accurate records of all problem management activities.

Continuous Improvement:

Drive continuous improvement by analysing the efficiency and effectiveness of problem management processes.

Suggest and implement improvements to the problem management process.

Communication and Collaboration:

Collaborate with other ITIL processes such as Incident Management, Change Management, and Service Level Management.

Communicate with stakeholders, management, and technical teams to ensure a coordinated approach to problem resolution.

Key Competencies:

Problem-solving and root cause analysis.

Team collaboration and leadership.

Communication and presentation skills.

Analytical thinking and attention to detail.

Project management and process improvement.

Incident analysis and resolution.

Leadership and coordination.

Effective communication and stakeholder management.

Crisis management and decision-making.

Process improvement and continuous learning.

Certifications Needed:

• ITIL V4 Foundation
• Any other ITSM/relevant certification would be an add on.