Problem Management Executive

Role Renewable Contract
Date Posted Monday January 29th,2018 12:08 PM
Viewed 15287 times
Applied 75 times
Category Computer/IT - Consultancy
Location Singapore
Experience 5 to 7 Years
Educational Qualification Bachelor's Degree-Graduate Degree (BA, BSc, BCom)
Skills Leadership
Salary --
Career Level Executive (Assistant Manager/Manager)
Job Type Temporary/Contract/Project
Job Status Full Time
Open to Foreigner YES
 Job Description

Problem Management Executive

Job Responsibilities:

- Establish the authorities and assign personnel for each procedure in the Problem Management process
- Identify the unknown and underlying cause of incidents propose permanent solutions through Change Management process
- Vigilant and proactive in preventing incidents from reoccurring through trend analysis and recommend preventive actions
- Organize and facilitate Root Cause Investigation Exercise with the required technical and operation resolver groups
- Conduct Root Cause investigation of major or critical incidents and follow up on corrective actions with Technical Managers to close any associated problems, while ensuring adequate documentation through the IT Service Management Tool
- Produce and manage the known error records including temporary fixes once the underlying root cause has been identified
- Develop and implement interactive Knowledge Management System to ensure all quality FAQs and records are maintained in the Knowledge Database
- Identify Process and Procedure breaches and provide recommendations for improvements
- Provide feedback to Incident Categorization based on findings in Problem Management to improve the service quality
- Identify improvements to reduce service defects
- Participate in Project Transition to design and develop new Problem Management process workflow
- Define and provide guidance and advisory for any change in Problem Management process with Service Delivery team
- Monitor and measure performance of Problem Management regularly to ascertain the conformity of its process control of Service Delivery team
- Participate in Internal/External Audit activities as required
- Any other ad hoc duties as assigned

Job Requirements:
- Bachelor Degree in Information Technology or its equivalent
- At least 5 years of applied experience in Problem Management in IT environment
- ITIL V3 Foundation Certified and/or ITIL Practitioner in Problem Management
- Effectively bilingual to liaise with both English and Mandarin speaking clients
- Extensive knowledge of ISO 20000 Service Management System specifically to Incident and Service Request Management, Problem Management, Knowledge Management, Change and Release Management, and Configuration Management
- Familiarity with the Problem Management and Knowledge Management workflow and its interaction with the rest of the ITSM process modules within IT Service Management tool
- Hands-on experience of ITS tool such as HPSM, BMC Remedy, and ServiceNow
- Strong verbal and written communication skills in English, with ability to understand and predict customer behavior and responses to communication
- Capable to manage multiple high competing priorities and flexibility to adjust to changing requirements and schedules
- Effective in time management to manage multiple projects with shifting time frames to meet timelines
- Proficient analytical, problem solving, and decision making skills in Failure Mode and Effect Analysis (FMEA), Prioritywise and Solutionwise
- Process and detail-oriented and can work with complex and fast-paced End-User Computing and Server Infrastructure environment

Interested candidates, send your updated resume to (EA Reg. No. 1768704) for evaluation. Thank you all for your interest in this position. Only shortlisted candidates will be notified.

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Acetech Manpower Consultancy Pte Ltd (EA License No. 02C2819)

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