Job Purpose Statement:
The job will require problem and error control investigating the root cause of the problems and finding the proper solution to these issues ensuring that the business impact is kept to a minimum and providing the management with the proper reports on the issues that come in the CHC.
This will also involve trend analysis. In addition, they will conduct all the necessary follow ups to ensure that the promblems are closed as per the Department SLA.
The Problem Manager will be responsible to manage process & staff.
Principal Accountabilities:
1. Conduct Trend analysis on a daily basis for all the incidents and identify root problems and prevent incidents and problems
2. Must be able to put the proper solution for the problems with the coordination of the solution groups such as NOD and SSD
3. Ensure that the solution is implemented properly and monitor them
4. Report on the achievements of the CHC problem management progress on a weekly basis
5. Ensure that the analyst have the proper knowledge and skills that will enable them to carry out their job in the problem management
6. The Job holder is obliged to abide by any instructions provided by his Manager with respect to the scope of work.
7. Logging Problems in the Remedy system .
8. Recommends to manager global solutions/new technical assistance services based upon questions/problems presented to the Combined Help Center.
9. Works with vendors to gain access to vendor technical assistance online databases.
10. Maintenance of the Combined Help Center System through the development/maintenance of Frequently Asked Questions (FAQ) databases, workarounds, known errors and solutions.
11. Participates in the development and maintenance of Combined Help Center procedures/documentation.
12. Collaborates with departmental technical support personnel to utilize their expertise in maintaining the support systems.
13. Prepares periodic reports on Combined Help Center activities.
14. Review the effective and efficiency of problem management process.
15. Producing Management Information.
16. Chairing major problem reviews.
17. Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date.
18. Ensures Problems are properly identified, classified and logged by Problem Analysts.
19. Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities.
20. Ensures Problem Analysts are adhering to the Problem Management Process
21. Provides status updates on problems and known errors.
22. Contributes to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process.
23. Functions as point of escalation for Problem Management Analysts.
24. Coordinates with Incident Management, Change Management, and Configuration Management to ensure correct and consistent data is provided to the Problem Management process.
25. Coordinates Problem Analysts' time for problem resolution and proactive analysis.
26. Tracks status of Requests For Change (RFCs) initiated by Problem Management.
Job Details
| Date Posted: | 2013-06-23 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Technology/IT |
| Company Industry: | Banking; Information Technology; Insurance |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Saudi Arabia |
Apply Now - Jobs in Saudi Arabia - Jobs in Jeddah , Saudi Arabia - Jobs in Riyadh, Saudi Arabia - Search All Jobs
No comments:
Post a Comment