About the role
To manage the end-to-end lifecycle of assigned problems, from identification and prioritization through root cause analysis, known-error documentation, permanent resolution, and closure. The role coordinates technical and business stakeholders, challenges RCA quality, tracks corrective and preventive actions to agreed timelines, and verifies that implemented solutions reduce recurrence and service risk. It also maintains accurate, audit-ready Problem Management records and provides clear insight on trends, risks, and improvement opportunities to the Head of Problem Management.
Key Result Areas
- Identify and log problems arising from recurring, high-impact, or trend-based incidents within assigned technology domains.
- Own assigned problem records from initiation to closure, ensuring accurate categorization, prioritization, evidence, status, and stakeholder updates.
- Plan and facilitate RCA sessions with relevant technical, operations, business, and vendor teams.
- Review and challenge RCA submissions to ensure the root cause is evidence-based and distinct from symptoms or contributing factors.
- Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks.
- Maintain known errors, workarounds, and KEDB articles so that operational teams can restore service faster and prevent repeat incidents.
- Coordinate permanent fixes through Change and Release Management and verify post-implementation effectiveness.
- Perform proactive trend analysis to identify emerging risks, weak controls, and candidates for Service Improvement Plans.
- Prepare accurate reports on problem ageing, RCA compliance, action closure, recurrence, and realized service improvements.
- Maintain complete, traceable, and audit-ready records in accordance with Problem Management standards and controls.