Network Problem Manager
Casablanca (Casablanca)
Job description
about the role
· Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
· Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
· Prevents the replication of Problems across multiple systems
· PM may also be requested to discuss the technical part supporting the SM, when needed.
· Responsible for creating or suggesting RFC for permanent resolution of identified known-errors;
· Follows up issues and progress with problem owners where necessary
· Drive all problems towards root cause identification and permanent fix
· Monitors the effectiveness of error control and makes recommendations for improvements
· Reviews the efficiency and effectiveness of the Problem control process
· Maintains inventory of problems under analysis and their current progress and status
· Updating KEDB
· Produces Problem Management reports and management information
· Coordinates meetings to resolve problems
· Prevents recurrence of issues by identifying root cause and implementing fix
· Need to have innovative approach as problems are unique and need to use different RCA techniques
about you
· Minimum 3 years Incident & Problem Management experience
· Analytical skills
· Good Network understanding with CCNA certification & CCNP-Routing knowledge.
· Good ITIL understanding
· Strong Excel Knowledge
· Good International Customer handling skills
· Good Interpersonal skills
· Good organizational skills
additional information
Role Purpose:-
As a Problem Manager
· Single point of contact for one or more problems
· Responsible for ownership and coordination of actions of those problems
· To analyze root cause, identify Known Error and coordinating actions to fix the error.
· To review the Problem Trends and Planning and Driving Improvement Plan
· To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams.
department
Customer Services & Operations
contract
Regular