Duties:

Maintain Known Error database
Problem management reporting and metrics
Drive the process the adherence during any Incident Problem Handling
Participate in the Incidents to ensure that all parties contribute to the permanent resolution.
Coordinate between multiple support teams and with vendors to delivery incident problem resolution.
Validate the Incident Problem Report for the appropriate update and ensure that the RCA is delivered as required
Inform the respective owners on the open incidents
Validate the impact on the incident and update customer on the further action
Approve solution propagation activities and results of Root Cause Analysis
Assist work groups in prioritizing workload to meet service level commitments

REQUIREMENTS:

A bachelor's degree in computer science, or a related technical field
At least 5 years + of experience in problem management or related roles, such as project manager, or incident manager.
Business, leadership, and analytical skills
ITIL 4 Certifications
Other related certifications.

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