The Problem Manager is responsible for the day-to-day management of the Problem Management Process across the enterprise. Primary functions are to prevent problems and resulting incidents from happening, eliminate recurring incidents and mitigate the impact of incidents that cannot be prevented. In this role, the Problem Manager identifies and takes ownership of major incidents and problem resolution across the ITSM lifecycle. The Problem Manager collaborates with service owners and other process managers to ensure effective operation of services. The Problem Manager monitors service performance and identifies opportunities for continuous improvement.
Required Education and Experience:
Bachelor’s degree in business, Information Technology or related experience.
Minimum eight years of experience in information technology or service management. Experience with Problem and Change Management.
Proven ability to facilitate meetings with many stakeholders. ITIL Foundation certified or related certification.