Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews. Verify Root Cause and facilitate permanent solution options. Track Corrective Actions to completion. Approve results of Corrective Actions based upon predefined verification criteria. Track and communicate progress of problem(s) to relevant parties weekly. Review progress/results with client and/or (senior) management. Duties:
- Maintain Known Error database
- Problem management reporting and metrics
- Drive the process the adherence during any Incident Problem Handling
- Participate in the Incidents to ensure that all parties contribute to the permanent resolution.
- Coordinate between multiple support teams and with vendors to delivery incident problem resolution.
- Validate the Incident Problem Report for the appropriate update and ensure that the RCA is delivered as required
- Inform the respective owners on the open incidents
- Validate the impact on the incident and update customer on the further action
- Approve solution propagation activities and results of Root Cause Analysis
- Assist work groups in prioritizing workload to meet service level commitments
- A bachelor's degree in computer science, or a related technical field
- At least 5 years + of experience in problem management or related roles, such as project manager, or incident manager.
- Business, leadership, and analytical skills
- ITIL 4 Certifications
- Other related certifications.
