ITSM Process Lead
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time
Provide your expected compensation while applying
Posted 10 months ago
Responsibilities
* Problem Lifecycle Management: Oversee the entire problem lifecycle, from identification and analysis to resolution and closure.
* Root Cause Analysis: Lead the process of identifying the underlying causes of incidents to prevent recurrence.
* Proactive Problem Management: Identify trends in incidents to proactively address potential issues before they impact users.
* Stakeholder Communication: Inform stakeholders about problem status, resolution plans, and potential risks.
* Reporting: Develop and deliver reports on problem management activities and metrics to management.
* Continuous Improvement: Regularly review processes and performance to identify opportunities for improvement in the problem management function.
* Process Management: Implement and manage ITIL-based practices, focusing on key processes such as incident, problem, change, and release management.
* Stakeholder Coordination: Work with IT and business stakeholders to enhance service delivery and manage relationships.
* Performance Monitoring: Track service performance against key performance indicators (KPIs) and report on metrics to identify areas for improvement.
* Incident Leadership: Declare incidents, assemble response teams, and lead the "bridge" or conference calls to drive resolution.
* Coordination: Coordinate and provide direction to various IT support groups, including server, network, database, and application teams.
* Communication: Provide clear, concise, and timely updates to senior management, stakeholders, and customers, both during and after incidents.
* Issue Resolution: Address and resolve process-related issues and bottlenecks.