Problem Management Process Owner

responsibilities :

• Operational Execution (Capacity & Availability Coordination - Support Role) :
• Coordinate inputs from internal teams and external vendors regarding system performance, load trends, and availability constraints.
• Provide consolidated feedback into planning cycles and risk assessments.
• Support reporting on utilization, uptime and availability targets.
• Facilitate communication between infrastructure / application teams and service stakeholders.
• Process Ownership (Strategic Responsibilities) :
• Define, document, and continuously improve the Problem Management process in alignment with ITIL best practices, considering the evolving multi-vendor landscape.
• Ensure the process supports efficient collaboration and information flow between internal teams and external service providers.
• Establish governance, standards, and KPIs for effective cross-vendor problem resolution and long-term improvements.
• Provide training and guidance to stakeholders on process adoption and compliance.
• Operational Execution (Problem Manager Responsibilities) :
• Lead the identification, analysis, and resolution of recurring or major IT problems impacting services.
• Work across internal and external support teams to perform thorough root cause analyses (RCAs) and implement permanent corrective actions.
• Maintain the Known Error Database (KEDB), known error records, and problem records in the ITSM tool (e.g., ServiceNow).
• Facilitate Post-Incident Reviews (PIRs) and Problem Review Boards, especially for high-impact or cross-vendor incidents.
• Drive collaboration across providers to ensure effective escalation paths, ownership, and accountability.

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offered :

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