Problem Manager Job Description
Problem manager
provides review, and management of telecom agreements, telecom bill review / dispute resolution, place landline circuit orders and manage telecom vendor portal.
Problem Manager Duties & Responsibilities
To write an effective problem manager job description, begin by listing detailed duties, responsibilities and expectations. We have included problem manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Oversee entire ITIL operations across Customers delivery centre
Support Account Delivery in achieving customer satisfaction targets while balancing the need to deliver to the SOW in an efficient and cost effective manner
Attend customer meetings as required CAB, operational review meetings
Responsible to the ADM for ensuring applicable contracted service levels are met
Review Service Level Performance and Capacity reports and ensure appropriate commentary is supplied
Provide day-to-day account (Statement of Work) related direction and priorities to capability teams
Liase with Account Delivery Team on Escalations, Service Requests, Incident Reviews, and other service delivery matters
Accountable for the resolution of operational problems and issues that impact service delivery in all service deliverables
Ensure operational effectiveness and efficiency of Problem Management process
Manage compliance of Service Provider Groups to Problem Management process
Problem Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Problem Manager
List any licenses or certifications required by the position: ITIL, V3, COBIT, PMP, ITSM, CSI
Education for Problem Manager
Typically a job would require a certain level of education.
Employers hiring for the problem manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Technical, Engineering, Education, Business, Information Technology, Management, Information Systems, Science, Communication
Skills for Problem Manager
Desired skills for problem manager include:
Network implementation / integration processes
Telecom/ICT
IS/IT applications and software development lifecycles
Support and supply processes
Transport Networks and their implementation approaches and their integration with core network
Managed Service telecom operations practice
Data analytic tools
Service Related KPI’s and User perception understanding
Telecom networks
Elementary statistics
Desired experience for problem manager includes:
Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews
Verify Root Cause and solution options and/or temporary solution
Track Corrective Actions to completion
Approve results of Corrective Actions based upon predefined verification criteria
Approve solution propagation activities and results of Root Cause Analysis
Assist work groups in prioritising workload to meet service level commitments
Problem Manager Examples
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Problem Manager Job Description
Job Description Example
Our company is looking to fill the role of problem manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for problem manager
- Track and communicate progress of problem(s) to relevant parties
- Review progress/results with client and/or (senior) management
- Maintain Known Error database
- Problem management reporting and metrics
- Drive the process the adherence during any Incidnet Handling
- Participate in the Incidents to ensure that all parties contribute to the resolution
- Coordinate between multiple support teams and with vendors to delivery incident resolution
- Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required
- Inform the respective owners on the open incidents
- Validate the impact on the incident and update customer on the further action
Qualifications for problem manager
- Liason with the process team to provide any work arounds if available
- Review all incidents of the day for logical closure
- Initiate problem management on all P1and P2 tickets
- Attend to the Mail Box and ensure all mails are responded
- Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented
- Update the details on the Incident in the tool and manage the over all execution of the Incident
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Problem Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of problem manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for problem manager
- Identifies areas within the delivery tower that require focus, ex
- Able to perform Pro-active root cause analysis based on incident trends and non-incident based triggers (ex
- Developing problem management procedures, when required
- Co-ordinate the focus of detailed trending aligned with target areas identified
- Ensures that necessary reports
- Proactive in identification of possible problems before incidents occur
- Ensure all problem management activities are documented in Problem Management Tool and maintain updated records in the Known Error Database
- Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/Fishbone, Failure Mode and Effects Analysis [FMEA])
- Call and chair Post Mortem Review meetings following Major Incidents
- Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc
Qualifications for problem manager
- MS Project plans responsibility and MS Project Server SME
- A minimum of three years of experience as 1st / 2nd Level Assurance Operations in an operations/services/technology environment
- Good understanding of New MSTOP processes and definitions, of MSDP tools and of the MS Governance Model
- ITIL Problem Management experience is a plus
- Competency in process development, execution, and administration
- Knowledge of Telecom (Radio, Access, Core, Transport)
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Problem Manager Job Description
Job Description Example
Our company is looking to fill the role of problem manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for problem manager
- Maintain Process and Procedure documents
- Management and co-ordination of technical resource and the provision of awareness communications to the wider organisation for all UK based Severity 0, 1, 2, 3c, 3 Incidents on a 24*7*365 basis
- The post incident reporting of Severity 0,1,2,3c,3 resolution information and establishing appropriate actions to identify root cause and prevent recurrence, including the completion of Post Incident Review documentation
- Co-ordination and leadership of virtual and remote working support teams
- Ensure that an accurate view of downtime is provided to Service Level Management
- Monitoring the overall execution and health of Incident Management and Problem Management activities, including chairing a daily Service meeting and compiling Incident and Problem based reporting
- Support of Risk Management Events through ownership of Technology caused issues, utilising our standard Incident and Problem processes to provide root cause and mitigation/prevention details
- Provides desktop computer, printer, and video-teleconferencing support according to applicable standards and procedures
- Employs exceptional customer service skills, manages/prioritizes multiple simultaneous efforts
- Ability to lift standard PC equipment and peripherals for the purpose of installations and moves
Qualifications for problem manager
- Project Management basic knowledge
- Expertise in of the standard problem-solving frameworks
- Good understanding of New MSTOP processes and definitions, of MSDP tools and of the MS Governance Model is a plus
- At least 5 years experience in Problem Management
- Deep understanding of Service Management best practices such as ITIL, particularly Service Transition, Service Operations and CSI
- Four year college degree in Risk, Computer Science, Information Technology, Business Administration or High School diploma and 4+ years equivalent experience required
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Problem Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of problem manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for problem manager
- Provides timely updates of work status via the Service Desk Ticketing System
- Participates in Help Desk Coordinator and Tech on Duty coverage as required
- Functions as the one of the senior leads for technical troubleshooting
- Coordinates IT equipment moves
- Liaisons with VTC Engineer and VTC Operator as needed or directed by Project Manager
- Liaisons with government IT leads as required
- Performs the management of both reactive root-cause analysis and proactive trend analysis within IT
- Manages problems to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards
- Ensures accurate and appropriate communications during problems
- Produces trends analysis of recurring Problems/Incidents
Qualifications for problem manager
- Understanding of MSTOP framework & principles
- Leadership qualities – can lead meetings and drive actions
- Minimum 1 year of Change/Incident/Problem Management experience
- Inquisitiveness understood as desire to seek the origin of the problem
- Ability to associate information, analytical thinking
- BS/BA in related discipline (i.e., Business Administration, Computer Information Systems, Management Information Systems) or equivalent experience
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Problem Manager Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of problem manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for problem manager
- Produces 'Escalation Reports' on recurring issues and issues not being resolved
- Ensures compliance with latest DoD STIGS
- Documents and assists in correcting Electronics Security Violations
- Provides informational updates to the Field Activities in regards to the aforementioned activities
- Establishes, leads and manages ITSM Problem Management processes across all CHI Managed Service Providers and CHI ITS IT operations
- Build a strong relationship with technology and business partners
- Work with the Customers, IT teams and 3rd parties to ensure end-to-end problem management resolution
- Work very closely with the two Incident Managers to support ITIL best practise and to help manage on a day to day basis
- Analyse data and metrics, analyse trends and agree follow up actions with IT, Customer and 2rd party stakeholders
- Helps deliver a Problem Management capability that supports IT infrastructure services which require 24x7 supports
Qualifications for problem manager
- Four year college degree in Risk, Computer Science, Information Technology, Business Administration or equivalent experience required
- Experience in Proficiency in authoring tools
- Experience in Key ITSM processes such as incident and problem management, service level management
- At least 1 year experience in ITIL
- Working experience of technologies
- Ability to work well within a team to learn and share knowledge