Incident & Problem Manager

Responsibilities:

• Lead the problem management process for end user computing services, including problem identification, analysis, and resolution.
• Investigate and analyze recurring incidents and problems to identify the root causes and develop appropriate solutions.
• Collaborate with support teams, service desk, infrastructure teams, and other stakeholders to ensure timely and effective problem resolution.
• Develop and maintain a problem knowledge base, documenting known errors, workarounds, and resolutions for end user computing issues.
• Implement preventive measures and corrective actions to minimize the occurrence of incidents and improve the overall end user computing experience.
• Conduct trend analysis and provide insights to help identify areas for improvement in end user computing services and systems.
• Facilitate problem management meetings and ensure effective communication among stakeholders.
• Collaborate with change management and incident management teams to ensure seamless coordination and communication.
• Provide regular reports and updates on problem management activities, including the status of ongoing investigations, resolutions, and preventive measures.
• Continuously review and enhance the problem management process, leveraging industry best practices and lessons learned.

Required Skills and Qualifications:

• Bachelor's degree in computer science, information technology, or a related field.
• 3-6 Proven experience in problem management or a similar role, preferably in an end user computing environment.
• Strong analytical and problem-solving skills, with the ability to investigate complex technical issues related to end user computing services.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices, specifically in problem management.
• Experience in root cause analysis techniques and methodologies, with a focus on end user computing issues.
• Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Strong organizational and prioritization skills, with the ability to manage multiple problem investigations simultaneously.
• Familiarity with incident management, change management, and configuration management processes within an end user computing context.
• Certifications in ITIL, problem management, or related fields are a plus.