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*Job Title: Problem Manager* *Job Location: Corning, NY* *Duration: 12+ Months* *Problem Manager* Objective: To ensure Problem Management Process activities are performed, identifying Opportunities for improvement, and audits the use of the process on an operational level. *RESPONSIBILITIES* • Ensures and promotes the correct use of the Problem Management process • Recommends important process Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics • Monitors and reports against the Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics • Ensure process, procedure and work instruction documentation for Problem Management activities is up-to-date • Ensures Problems are properly identified, classified and logged by Problem Analysts • Ensures IT managers or Team Leads are properly identifying and committing resources to perform all Problem Management activities • Ensures that the individual activities of the process are carried out with regards to agreed service quality levels • Ensures Problem Analysts are adhering to the Problem Management Process • Provides status updates on problems and known errors • Provides guidance, direction and coaching on Problem Management activities • 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 • Functions as point of escalation for Problem Management Analysts • Conducts Problem Reviews • Responsible for liaising with and providing reports to other Service Management functions • Works with Service Desk, Incident Management, etc. and Problem Analyst(s) to determine whether to perform Root Cause Analysis or to implement identified solutions • Coordinates with Incident Management, Change Management, and Configuration • Management to ensure correct and consistent data is provided to the Problem Management process • Coordinates Problem Analysts’ time for problem resolution and proactive analysis • Tracks status of Requests For Change (RFCs) initiated by Problem Management • Estimates “cost” of solutions *KEY SKILLS AND COMPETENCIES* • Extensive management experience • Strong communication and presentation skills • An understanding of the business and how IT contributes to the delivery of products or services to meet customer needs • Good people management and administrative skills • Good understanding of statistical and analytical principles and processes • Proven ability to communicate with all levels of personnel, both verbally and in writing • Negotiating and facilitation skills • Technical knowledge • Strong staff management skills • Customer service oriented -- You received this message because you are subscribed to the Google Groups "SAP ABAP" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/sap-abap. For more options, visit https://groups.google.com/d/optout.
