Problem Management Team Lead

Incident management;problem management;ITIL|

Primary - Problem Mgr

Secondary - Incident Mgmt Problem Manager / Freshworks

**JD for Problem Consultant sourced from DO PMO catalog

• **The role of the Problem Consultant is to oversee the Problem Management process for individual Root Cause Analysis as described in the Problem Management Service Management Manual (SMM).
• Task related to the Problem Consultant role are: Train and educate the SCP and customer on Problem Management program
• Ensure the procedures of the program are being followed
• Initiate Problem Investigations (Gate Keeper)
• Assist the technical teams in navigating the Problem Management Processes
• Review PBI tickets for thoroughness and clarity
• Review and recommend Corrective Actions to drive errors out of the environment
• 
  Escalate tickets (PBIs and Task) that are at risk of breaching SLAs and OLAs
• Communicate with the customer and serve as point of contact
• Obtain business impact and expectations when initiating a Problem Investigation
• Keep customer informed of progress.

SKILLS DESIRED:

• Computer systems knowledge; integration and architecture concepts;
• Understanding of cross systems interrelations in context of the global business process;
• Experience in IT; with emphasis on operational management
• Good Management and communication skills; hosting and facilitating of Problem Management meetings;
• Ability of working directly with business and service managers;
• Ability of managing virtual teams to deliver Problem Management process and working cross functionally;
• Service Management relevant experience;

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  Understanding of Service Management Framework;
• ITIL certification (Green Badge level - ITIL Foundation or higher);
• Awareness of SAS70; Sarbanes Oxley; or FDA regulations business implications;
• Applied Problem Management reactive and proactive techniques;
• Acts as escalation point for SDOs where resolution ownership is disputed
• Good communication skills; active participating in Incident Management meetings;
• Experience of working directly with client;
• Experience of working with virtual teams to deliver Incident Management and processes and working cross functionally;
• Service Desk or Support Group experience;
• Experience of 24*7 shift working;
• Ability to facilitate training sessions for internal resources;
• Ability to maintain high level of accuracy and to work to tight deadlines;
• Ability to prioritize and manage multiple tasks