Anthony Bieri

The network problem manager is responsible for all Problem Management activities within the network activity, including the:
- Identification of problems
- Identification of root causes
- Development of corrective actions
- Validation that implemented corrective actions resolved the problems.
He has to ensures that Problem Analysts and Root Cause Owners understand and utilize the Problem Management process.
He also reviews all PMRs and assigns appropriate Root Cause Owner to all problems in a timely manner and tracks the progress of all problems to ensure they are actively moving through the process.

o 3rd level support on Incident Management tickets (btw 5% & 10%)
o Normal changes and contribution to Change Projects
o Trigger problems & perform root cause analysis
o Capacity planning & perf mngt upon Delivery Lead's request
o Help & coaching to TS (TS:Technical Support = L2)
o Help introducing new network account

o Gathering the problem description
o Troubleshooting in order to identify the faulty part
o Triggering all corrective actions to fix it
o Updating the customer on regular basis