Problem Manager

As part of a small team you will be responsible for managing the life-cycle of all Problems. Objectives are to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. You will also maintain information about known errors and workarounds.

• Provide ITIL Problem Management services to the program whilst working towards best practice approaches to Problem Management and sharing knowledge across the Problem Management team;
• Provide on time, meaningful and high quality reports with detailed analysis targeted at the right audience;
• Participate in the Continual Improvement program across relevant process areas;
• Provide input to process changes across the multi-vendor environment, including delivery of ongoing training and development activites;
• Ensure adherence to Governance structures for all new process design and existing process change;
• Review all process improvement suggestions, including analysis of operational impact on customer, suppliers and internal delivery, and provide recommendation of solutions.

Requirements

About you and what you'll bring:

• ITIL V4 Certification highly regarded;
• Strong understanding of Problem Management fundamentals and best practice;
• Demonstrable ability to consistently produce excellent results in a complex environment;
• Good understanding and wide application of service management documentation and day to day requirements of managed services delivery.