Problem Manager

Job Description

What You'll Do

Understand and meet customer agreements (SLO/SLA/commitments)
Follow and participate in the improvement of established team processes
Identify and enforce to cost reduction measures
Accountable for following established team processes
Understand ITIL framework (Event, Incident, Change & Problem Management)
Collaborate with peers and multi-functional teams
Maintaining knowledge required to perform role effectively
Participate in regular synch ups
Actively share / develop innovation and automations for continued improvement
Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs
Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2)
Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA

Problem Manager

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