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Problem Manager - Network and Applications

Problem Manager - Network and Applications| Customer-service-client-care | Dortmund, NW, GERMANY

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Objective / Purpose:

Problem management is the process which is responsible for the management of the lifecycle of all problems. The main purpose of Problem management is to minimize the adverse impacts of problems on the business caused by one or more incidents by initiating actions to find the underlying (root) cause, prevent recurrence and find permanent solutions to workarounds and known errors. Although every effort will be made to resolve the problem as quickly as possible this process is focused on the resolution of the problem rather than the speed of the resolution. This is performed by consultation with Verizon subject matter experts and Network Engineering and Network Analysis organizations.

General Responsibilities:

  • Managing the life-cycle of all Problems.
  • Prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.
  • detection and providing solutions to problems (work arounds & known errors) and prevention of their reoccurrence
  • Maintain ownership, monitoring, tracking and communications about problems
  • Developing a Problem Management process model for the role of Incident Manager.
  • Ensuring the Problem Management process is performed as designed
  • Ensure the goals of the Problem Management process are achieved and fit for purpose
  • Sponsorship, design, and continual improvement of the process and its metrics.

Detailed Responsibilities

  •  Maintaining information about Known Errors and Workarounds
  • Problem detection and reporting
  • Problem Logging, categorization and prioritizing of Problems
  • Providing initial Problem support
  • Problem investigation and diagnosis; diagnosing and analyzing the root-causes of Incidents
  • Make Workarounds available to Incident Management for Known Errors
  • Entering workarounds into Know Error Database (KEDB)
  • Develop final solutions for Known Errors to be implemented by Change and release management
  • Problem monitoring and interaction to other processes
  • Evaluating Problems to determine if they are likely to reoccur
  • Avoid interruptions (Pro-active Problem Management), i.e. via a trend-analysis of important services or historical Incidents.
  • Responding to all input regarding unplanned service interruptions from customers and internal IT. Pro-active triggering.
  • Defining and planning separate procedures for major Problems
  • Ensuring adherence to SLA
  • Ensuring adherence to priority based management based on impact + urgency
  • Ensuring Problem routing does not meet bottlenecks, escalation must happen as effectively as possible.
  • Production of management information in relation to agreed SLAs
  • Update Problem Records (solved problems records if the known error is resolved)
  • Making recommendations for Service Improvement Plans
  • Leading and supporting the Problem Management team.



  • Bachelor’s degree or equivalent experience required
  • Understanding of ITIL (Minimal Foundation level or above desirable) and or COBIT Framework for IT Governance and Control experience
  • Knowledge and understanding of Operations Management concepts, methodologies, best practices, tools and systems
  • Advanced computer hardware and software skills, including Windows, word processing, spreadsheets, project management software, presentation, and & Internet navigation skills.
  • Understanding of Project Management (Prince 2 or PMP certification desirable)

Job ID: 358922