Education Qualification :
Any Masters
Skills :
Tertiary -> Behavioral | Aptitude | Managerial Skills | 3 - Experienced
Tertiary -> Behavioral | Aptitude | People skills | 4 - Advanced
Certification :
Technology | Certifications in Project Management | PMI Program Management Professional (PgMP)
Details:
- Will be responsible for owning the process and the supporting documentation for the process.
- This includes accountability for setting policies and providing leadership and direction for the development, design, and integration of the process as it applies to other applicable frameworks and related ITSM processes being used and/or adopted in the organization.
- The Process Owner will be accountable for the overall health and success of the Problem Management Process.
- Participate in post-mortem meetings and drive service providers to identify root cause including well-defined corrective/preventative action plans.
- Manage problem record lifecycle by ensuring that respective Incidents, Problems, or Changes are identified, recorded and tracked to resolution in line with the agreed resolution plans.
- Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities.
- Proactively identify operational issues and trends.
- Provides appropriate reporting and drive resolution by working directly with Service Providers.
- Monitors problem management performance metrics and Key Performance Indicators (KPIs).
- Creating and updating of Problem Records
- Organizing and chairing Problem Investigation and Problem Review Meetings
- Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
