Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently Coordinate, convene and facilitate major incident and problem review meetings Ensure the problems progress through the Problem Management process in a timely and prioritized fashion Create and deliver external content regarding service disruptions Ensure that the problem management information reflects accurate errors and is complete Develop trend analysis and prepare service improvement plans to address identified gaps Ensure recurring incident resolution is addressed with urgency Manage and maintain information stored in the problem database Maintain a comprehensive understanding of all aspects of product delivery and operations