Problem Management Job Description

Problem Management Job Description

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Problem management provides analysis and support of ITSM Problem Management processes across all CHI Managed Service Providers and CHI ITS IT operations.

Problem Management Duties & Responsibilities

To write an effective problem management job description, begin by listing detailed duties, responsibilities and expectations. We have included problem management job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage a reactive and proactive, end-to-end, Problem Management Process for the Portfolio of Digital Safe solutions
Institutionalize ITIL best practices in the area of Problem Management, resulting in consistent execution of Root Cause Analysis, Corrective Actions
Lead Problem Management activities directly for specific situations as appropriate
Provide reporting of metrics for Problem Management process, showing areas of accomplishment, opportunities for continual improvement
Leads the Technical Change Management Board and provide guidance to the change sponsors within the program
Ensure critical Problem Management IT Information Library (ITIL) processes are optimally designed, executed and managed across the service life cycle
Participate in the problem management process to get to root cause of technology problems and to improve availability of systems
Incident trending for proactive problem management
Candidates should be knowledgeable about JPMC Problem Management processes, including Root Cause Analysis, Known Error, and Major Incident Review
Analyze the cause of the reoccurring incidents by following the problem management methodologies

Problem Management Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Problem Management

List any licenses or certifications required by the position: ITIL, ITSM, II, V3, IAT, PMP, CCNA, IAM, CCNP, RCA

Education for Problem Management

Typically a job would require a certain level of education.

Employers hiring for the problem management job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Information Technology, Engineering, Education, Technical, Technology, Business, Business/Administration, Information Systems, Management

Skills for Problem Management

Desired skills for problem management include:

MS Office products
Excel
Managed Service telecom operations practice
Visio and SharePoint
ServiceNow
Change Management
Servers
Microsoft Office applications
Problem Management

Desired experience for problem management includes:

Analyze GTI-owned issues to identify trends
Analyze and understand GTI / Firmwide incident trends
Lead major stability programs - work with workstream leads to identify key deliverables key metrics to show progress
Lead a team relatively inexperienced in rigorous process compliance and execution into a model of excellence
Contribute to the Known Error Database
Thorough understanding of IT Service Management best practices

Problem Management Examples

1

Problem Management Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of problem management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem management
  • Commit to continuous process improvement of Problem Management
  • Analyze data in the ticketing system periodically and identify possible chronic incidents that should be considered for problem management
  • Communicate the status of existing problem records at the weekly problem management forum
  • At least 6-10 years of experience, with progressive responsibility, in enterprise level operations or technical support environment involving a geographically distributed team, platform, and customer base
  • At least 5-8 years of experience in a management or leadership role with personnel responsibilities
  • Working knowledge of Linux / Unix system administration and troubleshooting
  • At least 5 years of experience working with very large-scale multi-platform server deployments across multiple, global data centers
  • Experience in highly regulated industries, preferably financial
  • Experience with cloud / SaaS and managed services environments
  • Manages the formal GTI root cause review process with impacted lines of business, ensuring that quality and in-depth root cause reviews occur as soon as reasonably possible for all P1S1 issues
Qualifications for problem management
  • Knowledge of NPL process (execution, process, deliverables)
  • Run post-implementation reviews to ensure changes intended to resolve problems, known errors, and associated incidents are completed and known error updates occur
  • Partner’s with LOBs to achieve their Service Improvement Initiatives, by looking for opportunities within GTI
  • 0-3 years of general experience in EFT transaction processing – (Preferred)
  • 0-3 years of experience using an industry recognized Problem/Incident/Change ticketing system – (BMC Remedy or ITIL based Preferred)
  • 0-3 years of experience in EFT switching application (CONNEX/Advantage) (Preferred)
2

Problem Management Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of problem management. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for problem management
  • Creates and distributes Problem Management reports
  • Notifies the participants in the Problem Management process when standards and process are not being followed
  • Investigate and produce corrective action plans to eliminate repeat problems
  • Perform proactive problem analysis, develop insights and recommendations, and engage and influence across the technology and business units to implement and improve problem resolution
  • Interface with the incident management function to ensure post incident problems are quickly and readily identified and actioned, and incident root cause where it is change related is appropriately identified, reported and systemic issues actioned
  • Application Resiliency resources need to immediately grasp the depth of the issue, perform Gap/Impact analysis, define and communicate a remediation plan, conduct research interviews, and coordinate resolution with impacted teams
  • Assigned resource should be self-motivated, results driven, and have an understanding of the underlying Tools and Data Repositories
  • Analytical and presentation skills are a must
  • Manage problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards
  • Understand the impact of the reoccurring incident and analyze the priority to determine the root cause
Qualifications for problem management
  • Strong communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
  • Experience in operational excellence, Lean Six Sigma methodologies preferred
  • Willingness to obtain ITIL certifications, unless already attained
  • Delivered results on deadline
  • At least 1 year experience in At least 1 year experience in MS Office tools - Experience in IT
  • Bachelors degree in an Information Technology discipline
3

Problem Management Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of problem management. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem management
  • Assisting in defining the Problem Management process, modified to fit USTRANSCOM’s operational environment
  • Own, devise, and deliver the Global Incident and Problem Management Strategy
  • Driving the efficiency and effectiveness of the incident and problem management processes globally
  • Monitoring the effectiveness of incident and problem management processes and making recommendations for improvement
  • Driving, developing, managing and maintaining the major incident process and associated procedures (escalations, communications, vendor engagement, and follow on problem management process
  • Auditing the Incident and Problem Management processes
  • Ensuring that all IT teams follow the incident and problem management process for every incident and problem
  • Develop a high performing global incident and problem management team
  • The successful candidate will own CWT global Incident Management delivery and will also form part of the combined Incident and Problem Management delivery team within the Service Operations function
  • Responsible for acting as an escalation point to expedite problem resolution
Qualifications for problem management
  • Capable of exerting effort and information from all levels of staff
  • Possesses a university degree/college diploma, preferably in business or technology and 3-5 years relative work experience
  • Familiarity with Service Management toolsets
  • The candidate for this role will participate in an On-Call rotation that will require ability to respond to Incidents within 15 minutes of notification 24/7/365 for a week
  • The candidate will be able to leverage an Agile work environment where facilities permit
  • Knowledge in network architecture, TCP/IP, load balancing
4

Problem Management Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of problem management. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for problem management
  • Monetary Transaction – This would include all researching and/or processing of transactions related to allocation of funds for DMMFO/PDM with emphasis on the loss mitigation area including ALS and MSP platforms
  • Invoicing – Receive refunds to be researched to proper G/L reimbursement
  • Implementing (or coordinating the implementation by IT Environment Vendors, if applicable) permanent fixes or resolutions for IT Environment Problems, where technically possible, and, where this is not technically possible, implementing workarounds for the applicable IT Environment Problem
  • Initiate investigations to resolve potential service interruptions and those caused by Incidents
  • Ensure the professional facilitation and coordination of problem investigations, review meetings and Major Incidents
  • Lead post mortem investigations into high impact failures
  • Participate in problem reviews, root cause analysis and trend analysis
  • Manage root cause analysis between cross functional technical and business teams
  • Collaborate with Incident Management to provide root cause analysis and restore service(s)
  • Provide key input into Service Operations’ strategy and be responsible for identification and implementation of continuous improvement opportunities
Qualifications for problem management
  • Degree / Master’s degree in Computer Science, Computer Engineering, Communications Engineering or equivalent
  • Ability and willingness to work “hands-on” and on conceptual level
  • Strong technical background in DC network areas
  • Multi-vendor experience (Cisco, Arista, F5, Checkpoint, …)
  • Experience and ability to break down complex items to workable elements
  • Strong communications skills (up to C-levels)
5

Problem Management Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of problem management. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for problem management
  • Build and maintain working relationships with all teams across IT, developing an understanding of each team’s abilities and responsibilities
  • Plan and lead effective meetings and conduct structured interviews to collect information
  • Identifies key data and develops trending reporting
  • Individual will provide on-call support (2 weeks on
  • Ownership of problems that have been identified
  • Allocate problem ownership within areas of expertise within the company and with suppliers
  • Ensure that solutions are identified and developed
  • Provide analysis on problem impact
  • Allocate priority to problems
  • Ensure resolutions are rolled into network and provide analysis that validates the solution
Qualifications for problem management
  • Fluid English and German
  • Completion of industry certifications in related areas of specialty Microsoft, ITIL, PMP, is considered an asset
  • Conduct performance evaluations, recommending promotions and discipline, hiring decisions
  • Understanding of IP network (LAN/WAN infrastructure, switches, routers and firewall)
  • Knowledge IP Telephony (VoIP), IP VPNs
  • A very good knowledge on state of the art network monitoring methods/techniques and tools (TeMIP, NetCool, MRTG)

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