Technical Problem Manager

Job Description

• Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages.
• Develop and maintain a database of known issues, causes and resolutions to guide the development and support teams in minimising the impact of incidents.
• Develop and produce periodic performance reports identifying the impact of known errors and the cost and benefits of root cause analysis.
• Manage the response, resolution and post-incident analysis of major incidents to ensure deficiencies are identified, learning's are documented and changes implemented to limit risk of future recurrence.
• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis).
• Prevents the replication of Problems across multiple systems.
• Reviews the efficiency and effectiveness of the Problem control process.
• Monitors the effectiveness of error control and makes recommendations for improvements.
• Maintains inventory of problems under analysis and their current progress and status.
• Follows up issues and progress with problem owners where necessary.
• Updating Known Error Database.
• Produces Problem Management reports and management information.
• Coordinates meetings to resolve problems.
• Prevents recurrence of issues by identifying root cause and implementing fix.
• Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
• Must be able to prioritise and manage daily working routines in order to achieve and exceed customer expectations.
• The role holder will conduct on job training (OJT) for colleagues and when required supporting the needs of the business.
• Responsible for the prioritization and delivery of delegated tasks in parallel with daily working routines.

Job Details

Employment Types:

Full time

Industry:

Other

Function:

Manufacturing / Engineering / R&D

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