Job Description
We are looking for an IT Problem Manager to join our IT Service Operations Team in Leighton Buzzard. You will develop, lead, champion and govern effective problem management resulting in the provision of stable and robust services to the business. Your focus is to develop a Problem Management Process that delivers a consistent, repeatable, and robust framework to respond to, assess and understand problems resulting from incidents, eliminating recurring incidents and minimising the impact of incidents that cannot be prevented.
Key responsibilities of the IT Problem Manager:
1. Define, develop and communicate the practices and processes necessary for effective problem management to minimise the impact of service outages.
2. Introduce and maintain a database of known errors, causes and resolutions to guide the Service desk and support teams in minimising the impact of incidents.
3. Introduce, measure, and publicise Problem KPIs to demonstrate compliance and performance of Teams across the IT department.
4. Participate in the Post incident review of Major incidents ensuring lessons learned and actions are logged tracked and reported on to limit risk or impact of future repeat or similar incidents.
5. Lead and/or Facilitate Root Cause Analysis (RCA) investigations and meetings to successfully identify root causes of problems that impact the delivery of IT services.
6. Develop...