Problem Manager
- Infra / Réseaux / Télécoms Responsible for the NOC Vodafone Problem Management Process. The goal of Problem Management is to ensure a structural and significant contribution to preventing incidents, solving problems, ensure solution implementation and/or minimizing the service impact time of different types of incidents affecting the mobile network. Key accountabilities: • Ensured an appropriate root cause analysis, supervising and coordinating the Front Office, Back Office and other engaged internal or external resources. • Acted as a focal point for leadership and drive during the Problem Management process by ensuring adherence to plans, adequate information flow and follow-up on deadlines and commitments. • Provided weekly and by request update to NOC management with current status of Problem investigations / resolutions • Assured the necessary follow-up, escalations and set-up action plans to ensure problem solving. Act proactively for reduction of number of incidents. • Organized service improvement plans and follow-up the progress until accomplishment, keep regular Problem Review’s with entities involved in Problem Management process: Internal operations teams, 3rd Party Suppliers and Customers. • Made recommendations for systems, procedures and processes optimization • Contribute to Vodafone Business Continuity / Disaster Recovery plans. The ITIL Problem Manager drives the root cause analysis of problems in an effort to eliminate the reoccurrence of incidents. He communicates with all levels of the organization, from the highly technical to key business leaders. The PM is proactive in identification of possible problems and he leads cross functional teams to analyze all sources of issues and outages, investigate, diagnosis root cause, and accountable for completion of corrective actions. Through risk and impact analysis he will determine the appropriate actions to resolve problems including known errors documentation, automated responses and problem remediation.