Problem Manager
Published on 09/07/2024
Proximus Luxembourg
Job Content :
• Monitor the problems to ensure that the Service Level Agreements are respected.
• Manage analysis of the root cause of the problem with the necessary information to control our ability to provide reporting internally or to customers.
• Ensure the closure control of all resolved Problem records.
• Provide support and guidance to the Incident, Problem and Change Process Coordinators.
• Contributes to documenting known errors
• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process on a recurrent basis. Update required dashboards, repository and needed follow-up documents, as requested.
• Monitor process indicators to ensure that the Service Level Agreements are respected.
• Represent the first stage of escalation for your process.
• Identify, initiate, schedule and conduct reviews.
• Ensure the operational continuity of the Process
• Performs his timesheeting activities as requested
• Ensure the backup function within the department for the associated activities.
• If required, participates in duties as part of the operation
• Participate and conduct common activities in order to improve the activity within his team
• Provide experience feedback and support
Profile :
• Bachelor degree
• 5 years of experience in IT processes is required
• Mastery of best practices in Service Management and related standards
• Good technical / ICT knowledge
• Professional certifications for the activity (ITIL, etc)
• Knowledge of ITSM tools (ServiceNow, etc.)
