KEY RESPONSIBILITIES: 

Ensuring assigned Problems are resolved within their SLA.

Updating and management of the Known Error Database (KEDB)

Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management. 

Coordinating major Problem review

Working with the Senior Manager Continual Service Improvement and Cross functional teams to identifying underlying causes of incidents and preventing recurrences.

Preparing change requests for the Senior Manager to eliminate known problems.

Minimizing the impact of unavoidable incidents.

Making temporary solutions (workarounds) available to incident management.

Ensure development of final solutions for known errors.

Analyze current technology practices to recommend solution to enhance efficiency, improve workflow, and/or solve problems before they occur.

 

 

Academic & Professional

Particulars Detail Specific Field or Qualification Need Type[4] Education  Bachelor’s degree Bachelor’s Degree IT/Engineering RQ Professional Qualifications ITIL Course, Project Management RQ   Masters Degree MBA or MSC AA  

Experience

Total Minimum No of Years Experience Required 4 Detail Minimum No of Years Need Type[1] I.T Management 2 ES Problem Management/ Continual Service Improvement) 1 ES Incident Management 1 ES Project Management/Service Management Tools  1 DE