Service Lead

Problem Identification & Classification:

• Detect and log problems based on incident trends and service disruptions.
• Classify problems according to severity, impact, and urgency.

Root Cause Analysis:

• Investigate and diagnose the underlying causes of problems.
• Use structured techniques such as causal mapping, brainstorming, or fishbone diagrams.

Solution Development:

• Identify and evaluate potential solutions or workarounds.
• Coordinate with technical teams to implement fixes or preventive measures.

Process Oversight:

• Manage the end-to-end problem management process.
• Ensure problems are resolved within agreed service levels.

Collaboration & Communication:

• Work closely with Incident Managers, Service Desk, and technical teams.
• Communicate problem status, known erro...