Senior Problem Manager

• We have implemented and performing a Problem Management Process (based on ITIL) and your responsibility will be to ensure that all Problems and Known Errors are handled in accordance with it - in an efficient way and with high quality
• In general, the target is to prevent an interruptions in Service proactively and minimise the impact of incidents, which couldn’t be prevented in reactive mode
• Therefore, your scope of work will consists from, but would not be limited only on monitoring, tracking, communication & coordination and escalation of all Problems and Known Errors within multiple teams in area of responsibility
• You will be part of regular meeting with Incident Manager to make a review of Major/Master Incidents and to identification of new patterns
• Driving of analysis for successful identification of Root Cause, correction and prevention from happening for the future (CSI)
• Get the support from Management for improvement opportunities
• Daily communication with Customer in both written and verbal form
• Participates in monitoring reviews and drives monitoring improvements
• Based on customer and company requirements prepares reports regarding problems and incidents and presents them to stakeholders
• Monitoring the effectiveness of Problem Management and making recommendations for improvements (CSI)