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Manager, Problem Management

Salary undisclosed

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Responsibilities:

  • Qualifying problem cases
  • Performing root cause analysis
  • Suggesting work around or permanent fix
  • Maintaining known error database
  • Process improvement and automation
  • Process related responsibilities (e.g. ISO)
  • Ensuring process is auditable
  • Perform audits and critical problem investigations as required by the company
  • Mentorship and supervision of problem engineers
  • Tracking and measuring KPI performance for all teams under the department.
  • Escalation point for the team.

Requirements:

  • 5 years experience in a problem management role for a major IT or Telco organization
  • CCNA or other equivalent certification
  • Solid analytical thinking
  • Able to present analysis using various tools e.g. Excel, Tableau
  • Problem Solving skillset e.g. Lean Six Sigma, Kepner-Tregoe certifications.
  • ITILv3 certification or higher
  • Able to lead different stakeholders
  • Effective communication and presentation skills