Technical Analyst

About the Role:

A Proactive Problem Manager is a key role in IT service management, focusing on identifying and resolving underlying issues before they affect services or operations. This position typically works within the framework of frameworks like ITIL (Information Technology Infrastructure Library) and focuses on reducing the likelihood of incidents and service disruptions by managing problems proactively.

 

Job Description for Proactive Problem Manager

Job Title: Proactive Problem Manager

 

Job Overview:

The Proactive Problem Manager is responsible for identifying, managing, and resolving root causes of recurring incidents and service disruptions within an organization’s IT services. They work closely with technical teams, service desk, and stakeholders to implement long-term solutions, minimizing business impact and improving overall service quality.

 

What you will do:

Proactive Identification of Problems: Continuously analyze incident and event data to identify trends, patterns, and potential problems. Use monitoring tools, historical data, and feedback from stakeholders to anticipate issues before they arise. Root Cause Analysis (RCA): Lead efforts to investigate and determine the root causes of recurring incidents and service disruptions. Conduct in-depth analysis and collaborate with relevant teams to resolve technical issues and prevent recurrence. Problem Prevention: Develop and implement proactive strategies to prevent potential problems and incidents. Drive the implementation of process improvements based on problem analysis. Problem Management Process Oversight: Ensure adherence to the problem management process, including logging, categorization, prioritization, investigation, and resolution of problems. Manage the lifecycle of problems, from identification to closure, ensuring issues are resolved efficiently and effectively. Collaboration and Stakeholder Engagement: Collaborate with Service Desk, Incident Managers, Change Managers, and other IT teams to share insights and drive resolution. Engage with business stakeholders to understand pain points, gather feedback, and implement preventative measures. Problem Resolution and Escalation: Oversee the coordination of problem resolution efforts, ensuring timely and accurate fixes are applied. Escalate unresolved problems to appropriate technical or management teams, ensuring follow-up actions are executed. Reporting and Documentation: Maintain accurate and comprehensive documentation for problem management activities. Prepare regular reports to provide visibility into ongoing problem management efforts, trends, and successes. Continuous Improvement: Identify areas for improvement in problem management processes and systems. Advocate for continuous improvement through lessons learned and post-implementation reviews. Knowledge Management: Ensure all resolved problems and their solutions are documented and added to knowledge management systems for future reference. Foster knowledge-sharing culture within IT teams and ensure the use of knowledge management tools.

 

What you will need:

Experience: Proven experience in IT service management, specifically within problem management. Hands-on experience with ITIL practices, particularly Problem Management. Familiarity with incident management, change management, and other service management processes. Technical Skills: Strong knowledge of IT infrastructure, systems, networks, and applications. Experience with problem management and monitoring tools (e.g., ServiceNow, JIRA, Splunk). Proficiency in performing root cause analysis (RCA) and trend analysis. Soft Skills: Excellent analytical and troubleshooting skills. Strong communication skills to collaborate across teams and explain complex technical concepts clearly. Ability to prioritize and manage multiple tasks simultaneously. Strong leadership and team coordination skills. Education: Bachelor’s degree in Computer Science, Information Technology, or related field (preferred). ITIL Certification (e.g., ITIL Foundation or ITIL Problem Management) highly desirable.

Desired Attributes:

A proactive and solution-oriented mindset. Ability to think critically and outside the box. Strong organizational skills and attention to detail. Excellent interpersonal and stakeholder management skills.

Work Environment:

The role may require occasional after-hours work depending on incident severity or escalation needs. Flexible working conditions, with the potential for remote or hybrid working models.