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Assistant Manager, Problem Management
Salary undisclosed
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Responsibilities: • Qualifying problem cases • Performing root cause analysis • Proposing work around or permanent fix • Maintaining Known Error Database • Process improvement and automation • Perform audits and critical problem investigations as required by the organization • Mentorship and supervision of problem engineers • Escalation point for the team • Lead and run RCA meetings to identify root cause, lesson learnt and preventive measures • Track and report all problem management related KPIs Requirements: • 5 years’ experience in a problem management role for a major IT/Telco organization • CCNA or other equivalent certification • Able to present analysis using various tools (e.g. MS Excel, Power BI, Tableau or the likes). • Problem Solving skillset (e.g. Lean Six Sigma, Kepner & Tregoe certifications) • ITILv3 certification or higher • Effective communication and presentation skills • Solid analytical mindset with the ability to navigate complex technical and process related issues • Ability to lead and coordinate diverse stakeholders effectively