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Lead - Problem Management

4 months ago

Jeddah, Saudi Arabia Microland Full time

Additional details

**Level**
- P3**Requirement location**
- Saudi Arabia - Jeddah**Number of Position**
- 1**Employment type**
- ML**Cluster/Group**
- Microland Delivery**Business Unit**
- EMEA**Department**
- Service Desk & Service Mgmt.**Job Description**:
Required Skill
Process - IT Service Management|Implementing Problem Management Processes
Process - Design Process / Methodologies, Understanding of|Failure Mode Effects Analysis (FMEA)
Behavioral - Aptitude|Data Related Skills
Process - IT Service Management|Service Catalogue Management
Functional - Training & Development Activities|Identifying Training Needs
Behavioral - Aptitude|People skills
Behavioral - Microland Skills|Execution Excellence
Details
Will be responsible to own the process and the supporting documentation for the process with limited supervision.This includes accountability for setting policies and providing direction for the development, design and integration of the process as it applies to other applicable frameworks and related ITSM processes being used and / or adopted in the organization.The Process Owner will be accountable for the overall health and success of the Problem Management Process
1) Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
2) Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed 3) resolution plans;
4) Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities.
5) Pro-actively identify operational issues and trends;
6) Provides appropriate reporting and drive resolution working directly with Service Providers;
7) Monitors problem management performance metrics and Key Performance Indicators (KPIs);
8) Creating and updating of Problem Records
9) Organising and chairing Problem Investigation and Problem Review Meetings
10) Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)