Problem Management Lead

Overview

The Problem Management Lead works closely with the Problem Manager and Problem Analysts and is accountable for the coordination of activities related to diagnosing problems, validating workarounds, identifying root causes, and determining fixes. The Problem Management Lead contributes to the maintenance of the problem and known error databases in order to track problems and associate identified workarounds. They also ensure effective people management, coordinating the team to deliver results.

Key Accountabilities and main responsibilities

Strategic Focus –

- Act as the focal point for problem management, owning and managing the process by coordinating activity and communicating updates to stakeholders.

- Lead and contribute to the coordination of problem management forums, utilizing the team's expertise to identify and resolve issues.

- Create and execute agreed action plans, ensuring timely and effective resolution of problems.

- Contribute to the problem and known error databases, ensuring accurate and up-to-date records.

- Produce accurate and effective problem management reports that detail problem status and progress in identifying root cause and fixes.

Operational Management -

- Ensure actions are being managed and escalate issues when required, ensuring the team is on track to meet service level agreements (SLAs).

- Work closely with IT support and business teams to confirm the effectiveness of workarounds, identify root causes, and implement fixes.

- Support the incident management process by ensuring workarounds and potential fixes are understood and accurate, collaborating with stakeholders to minimize service disruption.

- Drive continuous service improvement (CSI) activities by developing problem management tooling and processes.

- Contribute to problem management articles in the knowledge management database, sharing knowledge and best practices.

- Coordinate the implementation of improvements, ensuring successful implementation and adoption.

Governance & Risk

- Analyse data to identify incident trends and opportunities for ticket reduction, cost savings, process improvements, and automation, driving continuous improvement.

Key Performance Indicators

- Contribution to problem/known error database.

- % of root causes and fixes identified.

- Average time taken to close problem records.

- Evidence of proactive problem management to improve service.

Experience & Personal Attributes

- Technology literate with a solid understanding of modern IT technologies, systems, and processes.

- ITIL Foundation qualified. (Good to have)

- Strong communication and interpersonal skills, with an ability to lead and manage difficult situations effectively.

- Ability to communicate technical information in a clear and understandable manner.

- Excellent analysis, coordination, and organizational skills.

- Proven experience in managing others to ensure delivery to agreed timescales.

- Experienced in a customer-focused analytical or problem management role, with demonstrated leadership capabilities.