The role
0401Manage the end-to-end lifecycle of all IT problems, ensuring timely identification, classification, prioritisation, and formal closure in alignment with business impact.
02Lead and coordinate root cause analysis (RCA) activities using structured methodologies (5 Whys, Ishikawa, Fault Tree Analysis), engaging internal technical teams and external vendors.
03Work with vendors and external service providers to drive problem identification and resolution, ensuring contractual obligations and SLA commitments are met throughout the problem lifecycle.
04Create and maintain the Known Error Database (KEDB), ensuring workarounds and confirmed root causes are accurately documented and accessible to all support tiers.
05Coordinate with Change Management and technical owners to ensure controlled adoption of permanent fixes, monitoring progress and escalating where needed.
06Facilitate post-incident reviews (PIRs) following major incidents, ensuring findings are translated into concrete preventive actions tracked to effective closure.
07Perform proactive trend analysis on incident and problem data, producing regular management reporting on problem status, recurring patterns, and service-level trends.
08Actively contribute to the Continuous Service Improvement (CSI) framework by channelling problem management insights into actionable enhancements to IT services and processes.
