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