Job Summary:
(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
The Problem Manager – Governance & Operations is responsible for governance of the overall Problem management process and managing the deliverables through the team of Problem Managers, who are in-turn responsible for managing the life-cycle of all incident and problems. This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented.
You will not only ensure that operational improvements can occur in an efficient manner but will also impact the management of processes. With these key components of the role, and metrics associated with both the processes this team works with, as well as the global initiatives this team endeavors to complete
Analytical/Decision Making Responsibilities:
(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others. Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)
Knowledge and Skills Requirements:
(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)
Supervision Responsibilities:
(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).
Other Requirements:
(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)
Flexible work schedule may be required including willingness to work on shifts that will extend up to 11 PM and as the project demands beyond.
Job Requirements
Education:
(What is the minimum level of education needed/suggested to perform this job?)
Experience:
(What is minimum number of years needed/suggested to perform this job?)
Certification Requirements:
(Describe and explain any certifications and/or licenses needed or helpful to perform this job).
ITIL V4 or V3 training, advanced level
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