Network Problem Manager

Job description

about the role

 

·  Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
·  Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
·  Prevents the replication of Problems across multiple systems
·  PM may also be requested to discuss the technical part supporting the SM, when needed.
·  Responsible for creating or suggesting RFC for permanent resolution of identified known-errors;
·  Follows up issues and progress with problem owners where necessary
·  Drive all problems towards root cause identification and permanent fix
·  Monitors the effectiveness of error control and makes recommendations for improvements
·  Reviews the efficiency and effectiveness of the Problem control process
·  Maintains inventory of problems under analysis and their current progress and status
·  Updating KEDB
·  Produces Problem Management reports and management information
·  Coordinates meetings to resolve problems
·  Prevents  recurrence of issues by identifying root cause and implementing fix
·  Need to have innovative approach as problems are unique and need to use different RCA techniques

about you

 

·  Minimum 3 years Incident & Problem Management experience
·  Analytical skills
·  Good Network understanding with CCNA certification & CCNP-Routing knowledge.
·  Good ITIL understanding
·  Strong Excel Knowledge
·  Good International Customer handling skills
·  Good Interpersonal skills
·  Good organizational skills

 

additional information

Role Purpose:-

As a Problem Manager

·  Single point of contact for one or more problems
·  Responsible for ownership and coordination of actions of those problems
·  To analyze root cause, identify Known Error and coordinating actions to fix the error.
·  To review the Problem Trends and Planning and Driving Improvement Plan
·  To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams.

department

Customer Services & Operations

contract

Regular