Lead and coordinate the problem management process to identify, investigate, and resolve root causes of incidents and recurring issues.
Analyze incident data and trends to proactively identify areas for improvement and implement preventive measures.
Work closely with stakeholders to gather information and conduct in-depth problem investigations, ensuring efficient and effective problem resolution.
Manage and prioritize problems based on their impact and urgency, ensuring appropriate resources are allocated for timely resolution.
Develop and maintain problem management procedures and documentation, including problem records, root cause analysis reports, and known error databases.
Collaborate with cross-functional teams to implement corrective actions and preventive measures to address identified problems.
Track and report on the progress and status of problem investigations and resolutions to management and stakeholders.
Provide training and guidance to other team members on problem management best practices and methodologies.
