Ensures and promotes the correct use of the Problem Management Process.

Recommends important process Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics.

Monitors and reports against the Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics.

Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date.

Ensures problems are properly identified, classified and logged by Problem Analysts.

Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities.

Ensures that the individual activities of the process are carried out with regards to agreed service quality levels.

Ensures Problem Analysts are adhering to the Problem Management Process.

Provides status updates on problems and known errors.

Provides guidance, direction and coaching on Problem Management activities.

Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process.

Functions as point of escalation for Problem Management Analysts.

Conducts Problem Reviews.

Responsible for liaising with and providing reports to other Service Management functions.

Works with Service Desk, Incident Management, etc., and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions.

Coordinates with Incident Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Problem Management process.

Coordinates Problem Analysts time for problem resolution and proactive analysis.

Tracks status of Requests For Change (RFCs) initiated by Problem Management.

Estimates "cost" of solutions.

Should be Graduate / Diploma / B.E. + MBA.

Must have 6-8 Year of experience. Fair Knowledge on ITIL.

Support and Restore Practitioner Certificate.

Extensive management experience.

Strong communication and presentation skills.

An understanding of the business and how IT contributes to the delivery of products or services to meet customer needs.

Good people management and administrative skills.

Good understanding of statistical and analytical principles and processes.

Proven ability to communicate with all levels of personnel, both verbally and in writing.

Negotiating and facilitation skills.

Technical knowledge.

Strong staff management skills.

Customer service oriented.