Reports To:     IT Service Centre Manager
Organisation:   Information Management

Purpose:
To establish, implement and drive the Problem Management processes with regard to the service capability within IT Service and Operations; manage resolution of high severity incidents, prevent problems and resulting incidents from happening and eliminate recurring incidents; manage crisis situation to minimize the adverse impact of IT service issues on the operation of CX business.

Principal Accountabilities:

The Problem Management Lead is accountable to the IT Service Centre Manger to:

• Define, review and maintain Incident Management Severity Definitions
• Liaise with all problem resolution groups to ensure resolution of problems within Service Level Agreement/Operating Level Agreement (SLA/OLA) targets
• Drive Root Cause Analysis (RCA) for all incidents and problems and to deliver (PCA) Permanent Corrective Actions plans to minimize reoccurrence.
• Establish and drive task force for unresolved high severity incidents and problems
• Manage high severity incidents and problems communication to stakeholders, including maintaining an accurate SMS alert contact list
• Arrange, run and document follow-up activities relating to major problem post-mortem reviews
• Monitor and drive closure for all problem records
• Establish proactive problem management practice to prevent problems and resulting incidents from happening
• Define, design and conduct problem trend analysis to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
• Establish and maintain a centralized Known Error Database (KEDB)
• Establish regular reporting on Problem Management information
• Develop and maintain the Problem Management Process and Procedures, and drive the efficiency and effectiveness of the Problem Management process
• Manage crisis situation and the execution of Crisis Management Plan (CMP) when crisis is declared
• Oversee the execution of Disaster Recovery Plan (DRP), including fail-over to a secondary location and restoration to the primary location, when IT and/or major business operations disruptions occur

Dimensions: Staff reporting to Problem Manager is 5
Decision Making Authority and /or Recommendations Expected:

• Decisions relating to actions derived from Problem Management Task Force in service restoration and escalation
• Decisions relating to actions derived from proactive Problem Management practice
• Decisions relating to actions derived from crisis management situation
• Decisions relating to recruitment and development of team