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Technical Problem Manager

Saudi Arabia

Job ID SNS-0143

Posted On
11-Jun-2017

Job type
Permanent

Sector
Defence

  • 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.