Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages.
Develop and maintain a database of known issues, causes and resolutions to guide the development and support teams in minimising the impact of incidents.
Develop and produce periodic performance reports identifying the impact of known errors and the cost and benefits of root cause analysis.
Manage the response, resolution and post-incident analysis of major incidents to ensure deficiencies are identified, learning’s are documented and changes implemented to limit risk of future recurrence.
Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis).
Prevents the replication of Problems across multiple systems.
Reviews the efficiency and effectiveness of the Problem control process.
Monitors the effectiveness of error control and makes recommendations for improvements.
Maintains inventory of problems under analysis and their current progress and status.
Follows up issues and progress with problem owners where necessary.
Updating Known Error Database.
Produces Problem Management reports and management information.
Coordinates meetings to resolve problems.
Prevents recurrence of issues by identifying root cause and implementing fix.
Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
Must be able to prioritise and manage daily working routines in order to achieve and exceed customer expectations.
The role holder will conduct on job training (OJT) for colleagues and when required supporting the needs of the business.
Responsible for the prioritization and delivery of delegated tasks in parallel with daily working routines.