Responsibilities of Problem Manager

Problem Manager:  Provides a single point of contact for one or more problems and is    responsible for ownership and coordination of actions of those problems to analyse for root cause, identify known error and coordinating actions to remove the error.

1.       Produces problem management reports and management information

2.        Identifies trends and potential problem sources (by reviewing incident and problem     analyses)

3.        Prevents the replication of problems across multiple systems

4.       Reviews the efficiency and effectiveness of the problem control process

5.        Coordinates meetings to resolve problems

6.       Maintains inventory of problems under analysis and their current Progress and status

7.        Follows up issues and progress with problem owners where necessary

8.       Identifies resources needed to resolve problems

9.       Assigns the problem owner

10.    Monitors the effectiveness of error control and makes recommendations for improvements

11.      Develops and maintains problem and error control systems

12.    Reviews the efficiency and effectiveness of proactive problem management activities

13.     Reviews incident data to analyze assigned problems

Investigates assigned problems through to resolution or error identification

14.    Coordinates actions of others as necessary to assist with analysis and resolution actions for problems and known errors

15.     Raises RFCs to clear errors

16.    Monitors progress on the resolution of known errors and advises Incident management staff on the best available work-around for incidents related to unresolved problems/known errors

17.   Assists with the handling of major incidents and identifying the root causes