IT Incident and Problem Manager

Join Verdantas – A Top #ENR 81 Firm!

Job Description : ITIL Problem Manager

Job Summary

The ITIL Problem Manager is a critical role within the IT Service Management (ITSM) framework, focused on identifying the root causes of incidents and preventing their recurrence. Unlike Incident Management, which is concerned with restoring service quickly, Problem Management is analytical and proactive. The Problem Manager leads the effort to minimize the adverse impact of incidents and problems on the business caused by errors within the IT infrastructure and to prevent the recurrence of incidents related to these errors. This role requires a unique blend of technical aptitude, analytical thinking, and excellent communication skills.

Key Roles and Responsibilities

The responsibilities of a Problem Manager can be divided into two main areas : Reactive and Proactive Problem Management.

A. Reactive Problem Management (Solving the Past)

This involves managing problems that have been identified through one or more incidents.

• Problem Identification & Logging :
• Identify and log problems based on incident data, trends, and analysis.
• Receive inputs from Major Incident reports, technical teams, and the Service Desk.
• Ensure all problems are recorded with all necessary details in the Problem Management tool.
• Problem Categorization & Prioritization :
• Categorize problems to identify trends and areas for improvement.
• Prioritize problems based on their impact, urgency, and severity on business operations, often using a risk assessment matrix.
• Root Cause Analysis (RCA) Facilitation :
• Lead and facilitate Root Cause Analysis (RCA) sessions using techniques like 5 Whys, Ishikawa (Fishbone) Diagrams, Pareto Analysis, and Fault Tree Analysis .
• Bring together the correct technical teams, stakeholders, and subject matter experts to collaboratively diagnose the root cause.
• Workaround Identification :
• Work with technical teams to identify and document effective workarounds for known errors until a permanent fix is implemented.
• Ensure workarounds are communicated to the Service Desk and incorporated into Known Error Records.
• Known Error Management :
• Create and maintain Known Error Records (KERs) in the Known Error Database (KEDB).
• Ensure KERs contain a clear description of the error, its root cause, and any workarounds or solutions.
• Resolution & Change Management :
• Propose and coordinate the implementation of permanent fixes or solutions to resolve the root cause.
• Raise Requests for Change (RFCs) and work closely with the Change Manager to ensure fixes are implemented safely and effectively.

B. Proactive Problem Management (Preventing the Future)

This involves seeking to identify and solve problems before incidents occur.

C. Reporting & Communication

Required Skills and Qualifications

Essential Skills :

Qualification :