Problem Manager

Position Accountability Statement:

Problem managers are responsible for dealing with a wide range of situations. These can range from product errors or quality control issues to customer grievances about defective products or services. The aim is consistently the same: detect and fix problems swiftly, so they do not have a detrimental effect on the company's bottom line.

Broad Responsibility Highlights:

1. Identify problems by analyzing incidents, service disruptions, or known errors and classifying them based on priority and impact.
2. Investigate the root cause of recurring incidents or major issues and ensuring that a permanent solution is identified.
3. Coordinate the efforts to resolve problems and ensuring that solutions are implemented effectively. Regularly monitors status problems
4. Collaboration with the customer to create and implement problem-solving solutions.
5. Doing a comprehensive examination of a problem's core causes, including who, what, when, where, why, and how it originated.
6. Analyzes determine the influence of new policies, procedures, or regulations on current processes.
7. Offer management guidance on optimal practices for dealing with difficulties.
8. Examine information from internal departments impacted by the problem to find areas for improvement.
9. Take corrective measures based on best practices for recognizing causes and executing solutions.
10. Coordination with other departments or expert consultation to discover answers to complicated challenges.
11. Propose new procedures or methods to avoid future problems.

Desired Skills and Competencies

1. Communication
2. Problem-Solving Management Skills
3. Critical Thinking
4. Teamwork
5. Leadership

Professional Qualification:

• Bachelor's degree in information technology, engineering, or a related field.
• Minimum 3 years of relevant experience in IT Service Management, with specialization in IT Incident Management or Problem Management highly preferred. Candidates must have a strong understanding of ITIL principles and practices.
• ITIL Foundations certification preferred (ITILv3 or ITIL4).
• Good working knowledge of MS Excel and PowerBI
• Experience in working with ManageEngine ServiceDeskPlus highly preferred
• Proven leadership and people/talent management capabilities
• Able to build and maintain honest, ethical, and fair relationships with direct reports, peers, supervisors
• Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher level process and systems improvements.
• Demonstrated ability to lead change initiatives and drive continuous improvement.
• Excellent communication, negotiation, and conflict resolution skills.
• Strong analytical and problem-solving abilities.
• Contributes to high performing teams through the development of self and others, emphasizing continuous learning and growth.