The IT Problem Management Coordinator is responsible for the coordination efforts of cross-functional service restoration teams to resolve the service outages that occur and resolves incident ownership disputes between teams. The IT Problem Management Coordinator's goal is to restore normal service operation as quickly as possible following an incident so that the impact on the availability and quality of services is minimized.
The purpose of this position is to provide a consistent way to handle all incidents reported by users, internal technical staffs, and failures of configuration items that have not yet impacted a service. The IT Problem Management Coordinator will ensure service issues are processed with urgency to continually improve downtime impact to the business and directly assist the Problem Manager in concluding Root Cause and communicating recommendations to support teams in order to mitigate or remove such outages occurring in the future. In addition, the IT Problem Management Coordinator will provide leadership and the overall situational analysis throughout the lifecycle of incident resolution. That leadership will manifest itself in ongoing optimization such as the design and implementation of new processes, policies and special initiatives to enhance problem management so it better supports the business’s needs.
- Coordinates day-to-day execution of the process
- Performs day-to-day process administration
- Implements process improvements as directed by the Process Owner
- Communicates new and changed policies across IT
- Assembles resolver groups to analyze, triage and work towards workarounds and then for the root cause
- Analyzes and distributes process reports
- Identifies improvements to the process owner
- Acts as focal point for process; communicates with customers, service providers, management
- Serves as an entry point for resolution of issues with items not complying with the process
- Ensures completeness and integrity of information collected via daily operations
- Manages process templates and reports
- Follows defined escalation path when needed, as defined in the escalation policy
- Responsible for managing the recording and tracking of every problem where no routine solution is available or where it cannot be matched to an already existing problem or known error.
- Diagnoses and classifies incidents and problems to easily identify recurring IT operational issues.