Problem Manager
JOB DESCRIPTION:
- To take ownership and responsibility for the Problem Management process and policies, ensuring continual service improvement that can be tracked and reported to show the benefits derived from Problem Management capabilities
- Work with Incident Management, Event Management, Change and Release
- Management, IT Department and Developer and other concerned department as required in the execution of problem management
- Manage and take ownership of problems to ensure these are logged, categorized, analyzed and resolved as required and to the agreed process
- Act as an escalation point for problems requiring management assistance to progress
- Act as 'chair' where required for Problem Management forums and meetings
- Leads the development, implementation and evolution of the ITSM Problem
- Management process portfolio by defining goals, deliverables and KPIs to ensure the implementation of efficient and sustainable processes
- Utilizes various root cause methodologies to drive root cause analysis of business impacting incidents, including identification of corrective and preventative actions
- Ensures known errors databases are effectively maintained and utilized.
- Create and report the daily, weekly and monthly problem and improvement and KPI rate using dash boarding
- The Problem Manager shall report to the Service Delivery Head
- Will monitor all tasks status of Problem Coordinators
- Acceptance and investigation of Problem Tickets
- Identify root cause, work-around and permanent resolution with resolving teams
- Monitoring of permanent resolution (implementation and validation)
- Will initiate/align with Incident Manager to review ALL event tickets and trending and decide if needs Problem Ticket
- Will align with Incident Manager to review all Incident tickets and its recurring tickets and decide if needs Problem Ticket
- Scrubbing of all Problem tickets
- Review of all incident reports
- Finalize copy of IR and make sure are signed by the involved resolving teams and Stakeholders
- Endorse IRs to BOH for review and approval until closure
- Weekly reporting to SDM and Product
- Recommendation for improvement based on the result of root cause analysis and identified resolution.
- Fluent in Mandarin & English (Written & Verbal)
- Must have experience in online gaming (Supervisor level or above at least 2 – 3 years)
- Must have experience in IT role
- Problem solving skill management process and policies