Job Description
Responsibilities
- Responsible to define the authorities and responsibilities of the process manager and personnel performing the procedures of Problem Management process
- Responsible to identify the unknown, underlying root causes of incidents and proposes permanent solutions through the change management process
- Responsible to be vigilant and proactive in preventing incidents from occurring through trend analysis and recommendations of preventative actions
- Responsible to organize and facilitate during Root Cause Investigation Exercise to identify investigation assignment issues with the required technical and operation resolver groups, customers and/ or third parties as required
- Conduct Root Cause Investigation of Major or Critical incidents and follow-up on corrective actions with Technical Managers to close any associated problem investigations, and ensure adequate documentation of resolutions is provided within targeted resolution time
- Ensure all problem records are documented according to Problem Management Procedure designed in IT Service Management tool
- Responsible to produce and manage the known error records including temporary fixes once the underlying root cause has been identified
- Develop and implement interactive Knowledge Management System to ensure all quality FAQs and records are maintained in the Knowledge Database
- Ensure key knowledge/learning is shared and recorded in the various knowledge management system
- Identify Process and Procedure breaches and provide recommendations for improvements
- Provide feedback to Incident Categorization based on findings in Problem Management to improve the service quality
- Identify improvements to reduce service defects and improve service quality
- Participate and contribute in Project Transition to design and develop new Problem Management process workflow for IT Service Management Tool’s Team to configure and implement for new service delivery operation team
- Responsible to define and provide guidance and advisory for any new or change of Problem Management process with Service Delivery Team
- Monitor and measure the performance of Problem Management regularly to ascertain the conformity of its process control of Service Delivery Team through the creative of Problem Management Control Objectives, Metrics and Activities
- Participate in Internal/ External Audit activities as required
- Any other ad-hoc duties as required or assigned
Qualification & Desired Skills
- Bachelor Degree in Information Technology or its equivalent
- At least 5 years of applied experience in Problem Management in IT environment
- Certified in ITIL V3 Foundation Certification and/ or ITIL Practitioner in Problem Management
- Extensive understanding and knowledge of ISO 20000 Service Management System requirements specific to Incident and Service Request Management, Problem Management, Knowledge Management, Change & Release Management and Configuration Management
- Familiarity with Problem Management and Knowledge Management workflow and its interaction with the rest of the ITSM process modules within IT Service Management Tool
- Hands-on experience of ITSM tool is desired e.g. HPSM, BMC Remedy and ServiceNow
- Strong oral and written communication skills in English, with ability to understand and predict customer behaviour and responses to communication
- Demonstrated with capability to manage multiple high competing priorities and flexibility to adjust to changing requirements, schedules and priorities
- Effective time management is a pre-requisite, with ability to manage multiple projects with shifting time frames to meet timelines
- Proficient analytical, problem solving and decision making skills in Failure Mode and Effect Analysis (FMEA), Prioritywise and Solutionwise
- Process and detail-oriented with ability to work with complex and fast-faced End-User Computing and Server Infrastructure environment
- Effective oral and written communication skills to interact with all levels of staff in the organization
