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Problem Management Process Owner
1 week ago
The Role
Incident Analysis:
Collaborate with incident management teams to identify and document recurring incidents and problems.
Assist in analyzing incident data to identify patterns and trends.
Root Cause Analysis (RCA):
Conduct root cause analysis investigations to determine the underlying reasons for incidents and problems.
Collaborate with cross-functional teams to gather data and insights for RCA.
Problem Resolution:
Assist in developing and implementing effective solutions and workarounds to address identified problems.
Monitor the progress of problem resolutions and ensure timely completion.
Documentation and Reporting:
Maintain detailed records of problems, their resolutions, and associated documentation.
Generate regular reports on problem management metrics, trends, and performance.
Collaboration:
Collaborate with various IT and operational teams to share findings and insights related to problem management.
Provide support to teams working on problem resolution.
Process Improvement:
Participate in process improvement initiatives to prevent future incidents and problems.
Assist in implementing preventive measures based on lessons learned.
Training and Awareness:
Support problem management training efforts for IT and operational staff.
Promote awareness of problem management best practices and processes.
Quality Assurance:
Assist in ensuring the accuracy and effectiveness of problem resolution efforts.
Help establish quality control measures within the problem management process
The Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field highly desired.
- A minimum 7+ years of experience in IT problem management, incident analysis, or a related role.
- Familiarity with ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) frameworks is a plus.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Detail-oriented with a focus on quality and continuous improvement.
- Knowledge of ITSM tools and software for incident and problem management.
- Ability to work collaboratively in cross-functional teams.
WTW is an Equal Opportunity Employer
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