Problem Manager

Job description

**Job Description** What You'll Do - Understand and meet customer agreements (SLO/SLA/commitments) - Follow and participate in the improvement of established team processes - Identify and enforce to cost reduction measures - Accountable for following established team processes - Understand ITIL framework (Event, Incident, Change & Problem Management) - Collaborate with peers and multi-functional teams - Maintaining knowledge required to perform role effectively - Participate in regular synch ups - Actively share / develop innovation and automations for continued improvement - Collaborate with all appropriate parties in effort to collect all proper data for RCA/MPRs - Own and complete Root Cause Analyses (RCA) and Major Problem Review (MPR) for all major and high visibility incidents (P1/P2) - Create and define knowledge error articles (KEAs) to reduce MTTR and increase ability to obtain RCA