The aim of problem management is to eliminate the causes of incidents and thus minimize the negative effects of incidents on the business caused by errors within the IT infrastructure and prevent a recurrence of incidents in connection with these errors.

In particular, managing Problems efficiently should lead to higher availability of services, higher productivity, reduced expenditure on workarounds and fixes that do not work, and reduced effort for firefighting.

If the above description is not strange to you and you want to try to join the team of ITIL specialists, apply to us!

• Coordinating Problem Records for Severity 1 incidents via D2C PM Incident to Problem Handoff meetings
• Validating requests for problem record creation for all severities and requesting their opening with the appropriate supplier
• Governance over timely delivery of Problem Records by the suppliers
• Governance over Problem Records’ quality if the submitted RCAs are in line with established standards - for Severity 1 incidents
• Governance over Problem Task quality if the submitted corrective and/or improvement actions are in line with established client standards
• Governance over Problem Management operations via Weekly Operational Calls scheduled weekly per supplier
• Governance over Problem Record backlog and adequate reaction in case of disturbing trends; actively working towards backlog reduction wherever possible
• Reviewing RCAs submitted by the supplier Problem Managers
• Coordinating and closely monitoring escalated cases to meet business requirements
• Verifying cross-tower Problem Records and coordinating them if accepted
• Active participation and responsiveness in any communication received either in the personal or shared mailbox, or any other method of communication, regarding Problem Management Operations
• Managing the shared mailbox (cleanup of unnecessary messages, appropriate categorization)

• Analytical approach to problem-solving
• ITIL understanding
• Fluent in spoken and written English
• Understanding the concept of incident management

Job no. 220805-H577J