Job description 

About the role:

• Ensure all Problem Management cases are reviewed for Aggravating Factors and Root Cause Analysis and thus managed within the defined SLAs.
• Ensure the quality of services and the execution of all processes (e.g.) are performed according to established global standards.
• Track and publish problem data to ensure problems are resolved quickly and effectively.
• Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.
• Manage GSF case volumes in line with GSF expectations.
• Manage relationships with various TR SIAM Partners and ensure compliance with TR Problem Management requirements and SLAs.
• Identify areas of improvement resulting from trends, to ensure Continual Service Improvement Projects are planned and executed.

About you:

• 1+ years working in a service or IT support role, problem management preferred or can demonstrate equivalent.
• In-depth experience in ITIL incident, problem, and change processes and tools.
• Knowledge of Service management tools and ITIL best practices.
• Strong working knowledge of IT operations and support organizations.
• Working experience in a production/operational environment, international experience valued.
• ITIL Foundation certified with knowledge and understanding of Incident and Problem Management processes.
• Exposure to Service Integration and Management (SIAM) practices.