ROLE
During the delivery of a computer service, errors that are encountered can cause service disruptions. Effective management of these disruptions is important to minimize the duration and impact of these errors, mitigate the business impact of the errors and effectively communicate the ongoing status to key stakeholders. Ongoing efforts are required to ensure all errors are resolved in a timely manner to prevent a reoccurrence of these disruptions.
RESPONSIBILITIES
* Outline steps that will be followed to restore service during a service interruption
* Describe the roles and responsibilities during a service disruption recovery effort
* Clearly identify the key stakeholders and the information required
* Confirm information with the key stakeholders regarding business impact, available mitigation plans and prioritization of recovery efforts.
* Develop an effective business impact mitigation strategy
* Communicate status information regularly to the key stakeholders
* Facilitate timely management and technical escalation
* Identify additional resources that may be available to assist in the restoration effort
* Identify responsibility for next steps required to prevent repetitive incidents
* Develop effective reporting and metrics, providing trending data.
* Working closely with our change and release managers, identify gaps in process that lead to outages and develop proactive strategies and process changes to proactively eliminate incidents
* Work with our vendor partners, business partners and cross divisional representatives to improve problem reporting, tracking and resolution processes, identifying opportunities for process improvements that will reduce incident occurrences.
MINIMUM QUALIFICATIONS
* Excellent verbal and written communication skills.
* Negotiation skills must be strong - the ability to look for alternatives and coming to an agreement beneficial to several parties is critical.
* Strong organization skills.
* Knowledge of a variety of system platforms, and system interaction.
* Strong process knowledge.
* Ability to define gaps in process, document and implement process changes
* Project Management skills to co-ordinate efforts of other team members.
* Ability to develop meaningful reporting, metrics and trending documentation from which action plans for process improvement can be implemented
* ITIL certification in problem management beneficial
* Outgoing nature and the confidence to participate
* Proven ability to champion new ideas and apply creativity
* Proven ability to deliver in a fast paced, complex technical environment
* Ability to self learn to supplement formal training
* Team player
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Problem Manager (Toronto)
