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.

JOB REQUIREMENTS:

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