Service management - Role
Problem manager
Leads investigation and removal of the underlying causes of recurring or serious IT incidents
What's it for?
Leads work to find and remove the causes of recurring or serious service problems.
For example…
A problem manager reviews recurring email outages, coordinates root-cause investigation and makes sure the long-term corrective actions are completed.
After a major incident, the problem manager separates immediate recovery actions from the deeper work needed to stop the same failure happening again