The Problem Manager for Major Incident is a Service Operations Specialist who is responsible to maintain high levels of service and ensuring all service recovery, protective mitigations, stakeholder communications and problem management activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLOs, SLAs, KPIs and metrics relating to service performance and operations performance.
He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.
Role and Responsibilities
• Support and assist in high severity incidents and drive problem management meetings, gather required experts to perform root cause analysis for problem resolution
• Manages high severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Participate in high severity incidents/Command Centers and collaborates with multiple internal teams across disparate groups to restore services when major incidents occurs
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Log and track problem tickets relating to S1/S2 or high impact issues
• Maintain processes, templates and SOP, website and information related to incident and problem management
• Assist senior leaders in disaster recovery planning and activities
Requirements / Qualifications
• Bachelor’s degree or Diploma in computer science or other highly technical, scientific discipline
• 5-10 yrs of Technical / Application Support or Problem / Incident management experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background
• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
• Ability to establish and manage processes and practices through collaboration and the understanding of business
• Ability to adapt to a fast-changing environment and work under a fast-paced and dynamic environment.
