The Problem Manager leads the Service Management processes. They are also responsible for leading and managing critical situations by restoring service as soon as possible and driving ITIL processes. They ensure the appropriate resources are engaged along with providing effective, timely communications to customer and internal stakeholders. The releases can be inclusive of application updates, operating system patches, security improvements, hardware upgrades, Projects and Programs. The Problem & Incident Manager works collaboratively with all participants in development projects and is supportive of developers and testers as they set up their build dev/test environments. Where necessary they will provide tools and services to help project teams manage and deploy releases to production.

Team context:

The Service Management (SM) team is coordinating efforts across the CTO (incl. IT and business operations) line to maintain and increase the service quality through a constant cycle of agreeing, monitoring and reporting and instigation of actions to improve service, in line with business objective and cost justification.

Service Delivery / Incident Manager:

• Service Definition and associated SLAs
• Service Steering (Monitoring, Dashboards & Reporting)
• Owner of the Major Incidents process and for handling escalations

Problem Management:

• Diagnose the root cause of Incidents
• Coordinate efforts to solve the underlying issues
• Suggest Enhancements to prevent reoccurrence