Position Accountability Statement
Problem managers are responsible for dealing with a wide range of situations. These can range from product errors or quality control issues to customer grievances about defective products or services. The aim is consistently the same: detect and fix problems swiftly, so they do not have a detrimental effect on the company's bottom line.
Broad Responsibility Highlights
- Monitoring project progress to verify that deadlines are met, budgets are adhered to, and objectives are fulfilled.
- Collaboration with the customer to create and implement problem-solving solutions.
- Doing a comprehensive examination of a problem's core causes, including who, what, when, where, why, and how it originated.
- Analyzes determine the influence of new policies, procedures, or regulations on current processes.
- Offer management guidance on optimal practices for dealing with difficulties.
- Examine information from internal departments impacted by the problem to find areas for improvement.
- Take corrective measures based on best practices for recognizing causes and executing solutions.
- Coordination with other departments or expert consultation to discover answers to complicated challenges.
- Propose new procedures or methods to avoid future problems.
Desired Skills And Competencies
- Communication
- Problem-Solving Management Skills
- Critical Thinking
- Teamwork
- Leadership
Professional Qualification
- Bachelor's degree in information technology, engineering, or a related field.
- Minimum 3 years of relevant experience in IT Service Management, with specialization in IT Incident Management or Problem Management highly preferred. Candidates must have a strong understanding of ITIL principles and practices.
- ITIL Foundations certification preferred (ITILv3 or ITIL4).
- Good working knowledge of MS Excel and PowerBI
- Experience in working with ManageEngine ServiceDeskPlus highly preferred
- Proven leadership and people/talent management capabilities
- Able to build and maintain honest, ethical, and fair relationships with direct reports, peers, supervisors
- Able to function as an organizational change agent and see beyond current situations towards enterprise-wide higher level process and systems improvements.
- Demonstrated ability to lead change initiatives and drive continuous improvement.
- Excellent communication, negotiation, and conflict resolution skills.
- Strong analytical and problem-solving abilities.
- Contributes to high performing teams through the development of self and others, emphasizing continuous learning and growth.
