Job Description

ROLE PURPOSE

The Problem Manager is accountable to the Problem Management Process Owner, Operations Manager and Service Manager in a virtual reporting structure and performs the day-to-day operational and managerial tasks demanded by the process activities. The Problem Manager will be responsible for managing the lifecycle of all problems. This includes identifying root causes of incidents, implementing corrective measures, and improving overall service quality. The ideal candidate will have a strong background in IT Service Management (ITSM) and a proactive approach to problem-solving.

ROLE REQUIREMENT

Ensure that the Problem Management process is conducted correctly. Ensure that the Problem Management KPIs are met. Ensure that the Problem Management process operates effectively and efficiently. Ensure that Problem Management Staff are empowered in their jobs. Ensure that process, procedure and work instruction documentation is up-to date. Provide management and other processes with steering information Maximize the fit between people, process and technology. Promote the (correct) use of the process. Coordinate all Problem Management activities. Liaise with all problem resolution groups to ensure swift resolution of problems within SLA targets. Ownership and protection of the Known Error Database Gatekeeper for the inclusion of all Known Errors and management of search algorithms Ensure formal closure of all Problem Records Liaison with suppliers and contractors to ensure that third parties fulfil their contractual obligations with regards to resolving problems and providing problem-related information and data Arrange, run, document, and coordinate all follow-up activities relating to Major Incident Reviews Update the process and procedures documentation. Initiate and update the process work instructions. Monitor the Problem Management process, using Key Performance Indicators and reports. Function as a point of escalation for Problem Management Analysts Attend meetings with the Problem Management Process Owner and Problem Management Analysts Attend Change Advisory Board (CAB) meetings concerning Problem Requests for Change (RFC) Assess the possibility of the approval of any RFCs generated by the Problem Management process. Escalate to line management and the Problem Management Process Owner in case of a conflict between Process and Line Management. Escalation reports are sent to the Process Owners and line management. Coach Problem Management Process Analysts in the correct use of the process. Identify training requirements. Identify opportunities for improving the tools and techniques used. Identify improvement opportunities to make the Problem Management process more effective and efficient. Identify and improve operational alignment between various processes. Produce steering information in the shape of management reports. Produce steering information for other processes. Promote the correct use of the Problem Management process within all departments and sections. Audit and review the Problem Management process periodically

PROFESSIONAL COMPETENCIES

High ethical standards and integrity in handling sensitive information and making decisions. Commitment to maintaining confidentiality and ensuring compliance with organizational policies and regulations. Ability to lead and motivate a team, providing direction and support to ensure successful problem management. Strong influence and negotiation skills to drive changes and improvements across the organization. Understanding of risk assessment and mitigation strategies to prevent potential problems. Ability to develop contingency plans and manage risks associated with problem resolution. Conflict Management

QUALIFICATIONS & EXPERIENCE

Matric certificate essential Bachelor's degree in computer science, Information Technology, or a related field. Minimum of 3-5 years of experience in IT Service Management or a related field. * ITIL Foundation certification is required; advanced ITIL certifications are preferred.