Responsibilities:
- Manage and oversee the problem management process, ensuring problems are identified and resolved effectively.
- Conduct root cause analysis (RCA) for IT issues and develop long-term solutions.
- Analyze incident trends to proactively address potential problem areas.
- Work with incident and change management teams to prevent recurring issues.
- Develop and improve the problem management framework, ensuring alignment with ITIL and integration with broader IT service management processes.
- Maintain records of known errors and workarounds, ensuring they are documented and communicated.
- Provide regular reports on problem management activities and key metrics to IT leadership.
- Lead post-incident reviews to identify improvements and prevent future occurrences.
- Promote best practices in problem management across the IT team, aligned with ITIL standards.
Requirements:
- Bachelors degree in Computer Science, Information Technology, or a related field.
- Min 6+ years of experience in problem management in a complex enterprise environment.
- ITIL certification (v3 or v4) is required.
- Strong technical background with a solid understanding of infrastructure and cloud services.
- Proven experience with root cause analysis methodologies and tools.
- Familiarity with ITSM tools (e.g., ServiceNow, Remedy) for tracking problems and incidents.
- Excellent analytical and problem-solving skills with attention to detail.
- Excellent communication skills, with the ability to convey complex technical issues to both technical and non-technical stakeholders.
Interested candidate please send your detailed resume to [email protected]
Careerally Pte Ltd | EA Licence: 24C2215EA
Personnel Name: Hon Csia Fui (Han Jiahui)
EA Personnel No: R1875919
