Problem Manager

Description:

Problem Management job description.

Scope: Senior Problem Manager Infrastructure

·Setup Problem management calls as necessary

·Validate Problem Request

·Ensure identification of corrective and preventive actions

·Identify the resources required from various Technology Tracks (if required, also vendors) to work on the Problem record, to investigate, analyze and resolve the Problem

·Ensure successful implementation of approved corrective & preventive actions

·Promote and practice proactive problem management through incident and alerts analysis using client-approved systems

·Understand the Problem Request and qualify it to be a valid Problem that justifies being a Known Error and requires Problem Investigation and resolution

·Create and own the lifecycle of Known Error records in the Known Error Database

·Prevent issue recurrence by analyzing why incidents are occurring, diagnose root causes, and identify permanent fixes and workarounds.

·Closely monitor progress of open Problem records

·Report Problem management metrics to AbbVie stakeholders and other business units to provide actionable information on a regular basis, ie weekly, monthly, quarterly

·Technical Debt

·Continuously monitor and reduce number of aging problem records (backlog

·Use analytical skills to correlate information from other ITSM functions (Changes, Incidents) and technical information to identify fault areas and drive teams for developing solutions.

·Be a champion of continuous improvement.

·Ability to recommend, implement and stabilize XLA’s for problem management scope

·Ability to analyze, relate to develop RCA’s where incidents spans between Infrastructure and application portfolios – Should have strong technical competency to grasp the technical inputs from various domain specific SME’s

·Presentation skills to ensure the Business Stakeholders (Non-IT) get clear understanding of the problem area and the preventive, corrective actions

Skills required:

·Good understanding of IT infrastructure and functioning of a data center

·Knowledge of various Operating systems, Networks, Storage, Firewalls etc

·Adept in using various methodologies like 5 WHYs, Fishbone, Pareto for analyzing Problems

·Has to be hands-on with MsExcel and Powerpoint to be able to work with data and make presentations on Problem findings.