Problem Management Lead

About the role

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.

What you'll do

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

Good to have

• ITIL