Problem manager
Problem managers find and fix the root causes of incidents, so that faults stop happening again. They analyse incident data, run root cause investigations, record known errors and workarounds, and track fixes with technical teams and suppliers. In health care, repeated faults in clinical systems waste clinical time, erode trust, and can create patient safety risks, so removing them matters.
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- IT operations
- UK GDaD PCF role
- Problem manager (IT operations)
- ESCO occupations
- ICT operations manager (ISCO-08 1330)
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- Role document · Role data
Levels
| Band | Role level | UK GDaD PCF level | Civil Service grades | Job evaluation points |
|---|---|---|---|---|
| 5 | Problem analyst | Problem analyst | EO/HEO | 358 |
| 6 | Problem manager | Problem manager | HEO/SEO | 428 |
In a digital health care organisation
- Repeated small faults, such as slow logins or failed prints on wards, add up to lost clinical time, so problem managers look for patterns as well as major failures.
- Some problems create clinical safety hazards, such as results not reaching the right clinician, and are assessed with the clinical safety officer.
- Root cause investigations often involve suppliers of clinical systems, and are managed through contracts and service levels.
- Workarounds for clinical systems must be safe and clearly explained to clinical staff.
UK GDaD PCF role description
Problem managers aim to resolve and control the root causes of incidents caused by errors within the IT infrastructure. In this role, you will be expected to work to prevent the recurrence of these incidents.
ESCO occupations and skills
ESCO lists the skills and knowledge that employers usually need (essential) or may need (optional) for each occupation. Use them as a checklist for development conversations.
ICT operations manager
ICT operations managers coordinate ICT services and infrastructure ensuring that the organisation has the required infrastructural resources. They also plan and monitor stages of either a business process or a computer process, negotiate contracts and take mitigation action in case of non-fulfilment of agreements. They oversee the day-to-day tasks involving infrastructure components, ICT systems and software.
Essential skills and knowledge (18)
Skills and competences
- attend to ICT systems quality
- define technology strategy
- design process
- develop ICT workflow
- improve business processes
- maintain relationship with suppliers
- manage budgets
- manage changes in ICT system
- manage staff
- oversee quality control
- perform project management
- track key performance indicators
- train employees
- use ICT ticketing system
- use different communication channels
Knowledge
Optional skills and knowledge (23)
Skills and competences
- apply organisational techniques
- comply with legal regulations
- coordinate technological activities
- develop information standards
- implement ICT risk management
- implement ICT security policies
- implement a virtual private network
- manage contracts
- perform procurement processes
- provide cost benefit analysis reports
- recruit employees
Knowledge
Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.