Problem Management Specialist
We are seeking an experienced Problem Management Specialist to join our team. The successful candidate will be responsible for managing problems throughout their full lifecycle, from identification to resolution.
* This involves leading post-incident reviews and debrief calls to determine root cause, client impact, contributing factors, and improvement actions.
The Problem Management Specialist will also ensure that problems are accurately categorized, prioritized, and progressed. Additionally, they will drive actions to prevent recurring incidents and ensure resources are aligned with the highest-value problem resolution opportunities.
A key aspect of this role is defining clear actions, ownership, and responsibilities for each problem record. The specialist must perform root cause analysis to minimize the impact of incidents on IT services and participate in the Serious Incident Management process.
Key Accountabilities:
* Determine root causes of problems
* Categorize and prioritize problems based on business value
* Ensure accurate documentation of all relevant information related to a specific incident/problem.
* Maintain knowledge base by documenting Lessons Learned. *
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