KEY RESPONSIBILITIES: 

• Ensuring assigned Problems are resolved within their SLA.
• Updating and management of the Known Error Database KEDB
• Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management. 
• Coordinating major Problem review
• Working with the Senior Manager Continual Service Improvement and Cross functional teams to identifying underlying causes of incidents and preventing recurrences.
• Preparing change requests for the Senior Manager to eliminate known problems.
• Minimizing the impact of unavoidable incidents.
• Making temporary solutions workarounds available to incident management.
• Ensure development of final solutions for known errors.
• Analyze current technology practices to recommend solution to enhance efficiency, improve workflow, and/or solve problems before they occur.

Academic & Professional

Education 

• Bachelor’s Degree IT/Engineering    RQ
• Professional Qualifications    ITIL Course, Project Management    RQ     
• Masters Degree    MBA or MSC    AA     

Experience

Total Minimum No of Years Experience Required    

• 4 years

Detail    Minimum No of Years    Need Type[1]

• I.T Management    2    ES
• Problem Management/ Continual Service Improvement    1    ES
• Incident Management    1    ES
• Project Management/Service Management Tools     1    DE