Problem and Escalation Manager

The Problem and Escalation Manager is required to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

This role also integrates with change management, incident management, and configuration management.

Key Role Responsibilities:

• Analysing historical data to identify and eliminate potential incidents before they occur
• Proactive Problem identification and recording
• Problem investigation and diagnosis
• Perform advanced issue analysis and resolution
• Address major incident escalations
• Identifying underlying causes of incidents and preventing recurrences
• Developing workarounds or other solutions to incidents
• Submitting change requests to change management as required to eliminate known problems
• Document known error/possible solution and knowledge articles
• Problem resolution and closure
• Understand and influence client operating models

Key Skills:

• Critical-thinking and root-cause-analysis skills
• In-depth knowledge of ITIL and Project Management Techniques
• Excellent time management and organizational skills to keep track of multiple problems
• Demonstrate strong interpersonal and communication skills
• Able to manage relationships with peers and managers
• Team oriented
• Goal orientated
• Positive team player attitude with excellent verbal and written communication skills

• Atleast 5 years or more experience in a similar role
• Relevant degree/qualification
• CCNA (advantageous)
• MSCE (advantageous)
• Kepner-Tregoe certification (Preferable)