MS National ITSM Problem Manager Operate
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Industry/Sector
Not ApplicableSpecialism
Managed ServicesManagement Level
ManagerJob Description & Summary
At PwC our people in managed services focus on a variety of outsourced solutions and support clients across numerous functions. These individuals help organisations streamline their operations reduce costs and improve efficiency by managing key processes and functions on their behalf. They are skilled in project management technology and process optimization to deliver high-quality services to clients.Those in managed service management and strategy at PwC will focus on transitioning and running services along with managing delivery teams programmes commercials performance and delivery risk. Your work will involve the process of continuous improvement and optimising of the managed services process tools and services.
Enhancing your leadership style you motivate develop and inspire others to deliver quality. You are responsible for coaching leveraging team members unique strengths and managing performance to deliver on client expectations. With your growing knowledge of how business works you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.
Examples of the skills knowledge and experiences you need to lead and deliver value at this level include but are not limited to:
- Analyse and identify the linkages and interactions between the component parts of an entire system.
- Take ownership of projects ensuring their successful planning budgeting execution and completion.
- Partner with team leadership to ensure collective ownership of quality timelines and deliverables.
- Develop skills outside your comfort zone and encourage others to do the same.
- Effectively mentor others.
- Use the review of work as an opportunity to deepen the expertise of team members.
- Address conflicts or issues engaging in difficult conversations with clients team members and other stakeholders escalating where appropriate.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firms code of conduct and independence requirements.
Problem Manager Job Description
Role Summary
Responsible foridentifying analyzing andeliminatingtheroot causes of recurring SAP incidents reducing business disruption through effective Problem Management RCA and continuous service improvement.The role of a Problem Manager is to prevent and minimize the impact of recurring incidents and problems on an organizations IT systems. The Problem Manageris responsible foridentifyingthe root cause of problems implementing fixes and workarounds and developing long-term solutions to prevent the problems from recurring.
Key Responsibilities
Problem Management
Own and manage theend-to-end Problem Management lifecycle.
Identifyand prioritizerecurring and high-impact incidentsfor problem investigation.
Ensure adherence toITIL ProblemManagementbest practices and SLAs.
Classify problems as reactive or proactive and manage them accordingly.
Maintaina prioritizedproblem backlogaligned to business impact and risk.
Root Cause Analysis (RCA)
Lead andfacilitateRCA sessionsfor recurring or major SAP incidents.
Use structured RCA techniques (5 Whys Fishbone Fault Tree Analysis).
Ensureaccurateidentification oftechnical and process root causes.
Validate findings with SAP Functional Technical BASIS and Infrastructure teams.
EnsureRCAs are completed within agreed timelines and quality standards.
Known Error & Knowledge Management
Create andmaintainKnown Error Records (KERs)and workarounds.
Maintain aKnown Error Database (KEDB)for SAP issues.
Ensure knowledge articles are created and reused to reduce incident resolution time.
Promote shift-left and self-service through improved SAPknowledge content.
Collaboration with Other ITSM Processes
Work closely withIncident Major Incident Change and Release Managers.
Validate that corrective actions are successfully implemented and effective.
Support Change Advisory Board (CAB) discussions with problem insights.
Governance Reporting & Continuous Improvement
Track and report Problem ManagementSLA &KPIs
Identifytrends and patterns using incident and problem data.
Driveproactive problem managementthrough trend analysis.
Recommend process technical and monitoring improvements.
Tools & Systems
Use ITSM tools such asServiceNow / Remedy / Jira Service Management.
Maintain problem records RCA documentation and dashboards.
Support automation and analytics for trend identification.
Required Skills & Experience
Mandatory
610 years of experience inITSM Problem Management.
Hands-on experience withServiceNowor similar ITSM tools.
Strong analytical and root cause investigation skills.
Excellent stakeholder and cross-team coordination abilities.
Preferred / Good to Have
ITIL v3 / ITIL 4 certification.
SAP technical or functional background (BASIS ABAP SAP Functional modules).
Experience with SAP on cloud platforms (AWS Azure).
Travel Requirements
Not SpecifiedJob Posting End Date
Required Experience:
Manager
Key Skills
- Anti Money Laundering
- Machine Shop
- B2C
- Account Management
- Bus Driving
- Administration Support
About Company
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 155 countries with over 284,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by vis ... View more
