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Purpose
Facilitates all Problem Management Processes.
Accountabilities
The IT Problem Manager will:
process and tools to support adoption of the problem methodology required by a project, initiative or steady state to resolve an issue.
Facilitate and support problem communication and forum efforts
Facilitate and support the design, Facilitate in the development, refinement, and execution of all problem management processes.
Responsible and/or chair the problem management review (major & 911 incident) processes throughout the Enterprise.
Responsible and /or chair post-mortems providing the identification & publication of root cause for incidents along with placing measures to either mitigate recurrence or reduce recovery time restoring services.
Applying a structured methodology and lead problem management activities
Applying a problem management development,
delivery and management of problem management communications.
Responsible for the Problem, Incident Severity Assessment (PISA) of all major & 911 communicated incidents within the problem lifecycle.
Support training efforts
Provide input, document requirements and support the design and delivery of problem management training programs.
Additional Responsibilities May Include
Identify, analyze and prepare risk mitigation tactics
Consult and coach other teams with problem management disciplines
Support and engage as required senior leaders
Provide metrics, reporting, guidance & coaching to managers and supervisors throughout enterprise
Support organizational design and definition of roles and responsibilities
Coordinate efforts with other specialists
Manage stakeholders
Track and report issues
Define and measure success metrics and monitor problem ticket progress
Support problem management at the organizational level
Manage the applic
📌 It Problem Management Manager (Miguel Hidalgo)
🏢 Scotiabank
📍 Miguel Hidalgo
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