The holder of the role will be responsible for identifying and understand the underlying causes of Technology incidents as well as identifying the best method to eliminate that root cause. Answerable to the Senior Manager Continual Service Improvement on Problem Management.

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.