ITIL Problem Manager

Description

This involves managing problems that have been identified through one or more incidents.

This involves seeking to identify and solve problems before incidents occur.

• Initiate preventive actions, such as software updates, patches, or hardware replacements, to avoid future incidents.
• Perform trend analysis on recurring incidents to identify underlying problems.
• Create and maintain Known Error Records (KERs) in the Known Error Database (KEDB).
• Propose and coordinate the implementation of permanent fixes or solutions to resolve the root cause.
• Identify components in the IT environment that are at risk of failing and proactively address them.
• Act as the central point of communication for major problem investigations.
• Ensure all problems are recorded with all necessary details in the Problem Management tool.
• Analyze incident, event, and monitoring data to identify potential problems or weaknesses in the IT infrastructure before they cause significant incidents.
• Communicate problem status, root causes, and resolution plans to key stakeholders, including management and business units.
• Ensure KERs contain a clear description of the error, its root cause, and any workarounds or solutions.
• Lead and facilitate Root Cause Analysis (RCA) sessions using techniques like 5 Whys, Ishikawa (Fishbone) Diagrams, Pareto Analysis, and Fault Tree Analysis.
• Receive inputs from Major Incident reports, technical teams, and the Service Desk.
• Work with Capacity, Availability, and IT Service Continuity Management to prevent problems.
• Contribute to the design of new services to ensure lessons learned from past problems are incorporated.
• Ensure the process is aligned with ITIL best practices and integrated with other ITSM processes (Incident, Change, Knowledge Management).
• Report on the effectiveness of major problem resolutions and the ROI of proactive initiatives.
• Categorize problems to identify trends and areas for improvement.
• Raise Requests for Change (RFCs) and work closely with the Change Manager to ensure fixes are implemented safely and effectively.
• Bring together the correct technical teams, stakeholders, and subject matter experts to collaboratively diagnose the root cause.
• Identify and log problems based on incident data, trends, and analysis.
• Maintain and continually improve the Problem Management process, policies, and procedures.
• Prioritize problems based on their impact, urgency, and severity on business operations, often using a risk assessment matrix.
• Ensure workarounds are communicated to the Service Desk and incorporated into Known Error Records.
• Produce regular management reports on Problem Management performance, including key metrics like:
• Work with technical teams to identify and document effective workarounds for known errors until a permanent fix is implemented.

Requirements

The ITIL Problem Manager is a critical role within the IT Service Management (ITSM) framework, focused on identifying the root causes of incidents and preventing their recurrence. Unlike Incident Management, which is concerned with restoring service quickly, Problem Management is analytical and proactive. The Problem Manager leads the effort to minimize the adverse impact of incidents and problems on the business caused by errors within the IT infrastructure and to prevent the recurrence of incidents related to these errors. This role requires a unique blend of technical aptitude, analytical thinking, and excellent communication skills.

A. Reactive Problem Management (Solving the Past)

B. Proactive Problem Management (Preventing the Future)

• ITSM Knowledge: In-depth understanding of the ITIL framework, specifically the Problem Management process and its interfaces with Incident, Change, and Knowledge Management.
• Root Cause Analysis: Proven experience in leading RCA sessions and utilizing various RCA techniques.
• Analytical & Problem-Solving: Exceptional analytical skills with the ability to think logically and methodically to diagnose complex issues.
• ITIL 4 Foundation certification is mandatory. ITIL 4 Specialist: Create, Deliver & Support or ITIL 4 Strategist: Direct, Plan & Improve are highly desirable.
• Documentation: Meticulous attention to detail for creating and maintaining accurate problem records, Known Error Records, and reports.
• Practical experience with ITSM platforms like ServiceNow, BMC Helix, Jira Service Management, etc.
• Influence & Facilitation: Strong facilitation and influencing skills to lead cross-functional teams without direct managerial authority.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical issues and their business impact to non-technical stakeholders.
• 5 years of experience in an IT Service Management role, with at least 2 years specifically in Problem Management or a similar analytical role (e.g., Major Incident Manager, Service Desk Analyst with RCA duties)

Benefits

• Cost savings from prevented incidents.

Training + Development

Interview process

Visa Sponsorship

Security clearance