Role:Coordinator-Problem Management
JD:
Ensure IT support services meet business requirements and goals, fulfil end-user requirements, and identify and resolve systems issue.
Provide tactical and strategic recommendations based on ITSM key performance measures.
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
Promote transformation of IT support excellence by delivering best practices supporting Service Management and overall Operations Service Delivery.
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
