David McCarthy

Senior Problem Manager @TSB Bank

London, GB

Root Cause & Post Incident Reviews• Review and manage process to identify the root cause, detail accurate impact statements and corrective action measures, and ensure timely communications to key stakeholder audiences.• Ensure appropriate action plans to remediate root causes are defined, followed up and implemented and with the right ownership and corrective action task management.High level Trend Analysis• Carry out trend analysis of incident & problem data to identify recurrent service issues, performance issues, or potential key work items.• Continually seek to develop improved methods of analysis and improved efficiencies through better ways of working and Continual Service ImprovementProcess, Measurement, and Improvement• Identify improvements to enhance the incident and problem management processes to ensure the right information is captured to support on-going investigations, communications, case management, and performance level timeframes.• Identify and document operational risks, escalating to appropriate levels as required, and in accordance with local and wider risk processes.Knowledge Management• Maintain known error, workaround and solutions.• Ensure closure of Problem Cases, Known Errors, and Risk acceptance case records in accordance with agreed processes.Repeating Incident Engagement• Ensure the creation and progression of new problem tickets for recurrent service issues as per problem management process.• Manage the analysis of recurrent problems by co-ordinating the efforts of specialist support teams, departments and Suppliers to identify root causes and corrective actions.• Identify any on-going key service impacting problems, or continual repeating problems ensuring a focussed drive and commitment from key / virtual working groups on resolutions.

University of the West of Scotland

PGD

University of the West of Scotland

BSC