Title:  It Problem Management Manager

Purpose

Facilitates all Problem Management Processes.

Accountabilities

The IT Problem Manager will:

• process and tools to support adoption of the problem methodology required by a project, initiative or steady state to resolve an issue.
• Facilitate and support problem communication and forum efforts

• Facilitate and support the design,  Facilitate in the development, refinement, and execution of all problem management processes.
• Responsible and/or chair the problem management review (major & 911 incident) processes throughout the Enterprise.
• Responsible and /or chair post-mortems providing the identification & publication of root cause for incidents along with placing measures to either mitigate recurrence or reduce recovery time restoring services.   
• Applying a structured methodology and lead problem management activities

• Applying a problem management development, delivery and management of problem management communications.
• Responsible for the Problem, Incident Severity Assessment (PISA) of all major & 911 communicated incidents within the problem lifecycle.
• Support training efforts
• Provide input, document requirements and support the design and delivery of problem management training programs.

Additional responsibilities may include:

• Identify, analyze and prepare risk mitigation tactics
• Consult and coach other teams with problem management disciplines
• Support and engage as required senior leaders
• Provide metrics, reporting, guidance & coaching to managers and supervisors throughout enterprise
• Support organizational design and definition of roles and responsibilities
• Coordinate efforts with other specialists
• Manage stakeholders
• Track and report issues
• Define and measure success metrics and monitor problem ticket progress
• Support problem management at the organizational level
• Manage the applicable problem portfolio(s)