Responsibilities:
- Acting as analyst, facilitator, project manager and
process author, define and document Problem management processes,
procedures, guidelines or other documentation including interfaces with rest
of the organization.
- Review existing processes, identify gaps with ITIL and
propose improvement action plans.
- Lead internal audits, work closely with Service Managers,
Problem Managers, Service desk leaders, level2/3 managers, … to capture all
process/procedure requirements and own the plan for managing the gaps.
- Manage processes, gathering requirements from various OBS
divisions and partners, defining and agreeing objectives and scope of the
process, as part of the end-to-end company wide process description.
- Support worldwide consistent understanding and adherence
to processes by providing expertise to answer questions and clarify
inconsistencies.
- Ensure key partners/customers processes are integrated
with the processes.
- Put in place a quality control plan that will validate
process/procedures are being adhered to
- Put in place a maintenance plan that will assure a
regular review and refresh of process/procedures, to reduce out-of-date
documentation, ensuring new changes are communicated to appropriated
interlocutors,
- Define required budget of investments necessary to lead
successfully the mission (tools, training, audits, furniture).
- Arrange periodic awareness campaigns on problem
management.
- Work with Service Asset and Configuration Management
Process Owner to identify CIs/attributes related to Problem Management
process and ensure problem records are linked to CMDB.
- Review the efficiency and effectiveness of the problem
management process using the adequate KPI for this.
- Ownership and protection of the Known Error Database
(KEDB)
- Represent the “Delegate Process Owner” (DPO) in the CS&O
Process Support Model, representing ESC
Experience/Qualifications:
- Engineer degree or equivalent (including professional
experience).
- 5+ years experience in the telecommunication industry.
- Project or program manager experience
- ITIL v3 foundation certification is mandatory
- ITIL V3 Service Operations intermediate level
certification is a plus [Service Operations lifecycle or Operational Support
and Analysis Capability]
- Kepner-Tregoe foundation certificate is a plus
To Apply
