Problem Management
7 months ago
**Key Responsibilities**:
- Incident Management: Act as the primary point, coordinate the activities of technical teams to ensure timely resolution and restoration of services.
- Problem Identification and Analysis: Conduct thorough investigations to identify the root causes of incidents and problems.
- Change Management: Coordinate changes across the APAC region with Product, Engineering and Cloud Engineering management teams. Facilitate the weekly Change Advisory Board (CAB) meetings and document all outcomes.
- Problem Resolution: Collaborate with technical teams to develop and implement effective solutions for identified problems.
- Stakeholder Management: Collaborate with various stakeholders, including IT teams, business units.
- Reporting: Facilitate and document Root Cause Analysis and Post Incident Reviews after each event to minimize recurrence.
- Communication: Owning proactive communication to the business during Major Incidents and Problems.
**Skills and Experience**:
- Proven experience in problem management and major incident management within a fast-paced IT environment.
- Strong knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices.
- Excellent analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
- Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders at all levels.
- Experience with incident management tools and IT service management (ITSM) systems.
- Knowledge of change management principles and practices.
- Familiarity with IT operations and infrastructure components (e.g., networks, servers, databases, etc.).
**Job Type**: Permanent
Schedule:
- Day shift
**Experience**:
- Problem Management: 3 years (preferred)
- Strong Knowledge of ITIL: 3 years (preferred)
- and IT service management (ITSM) systems.: 1 year (preferred)
- IT operations & infrastructure components: 1 year (preferred)
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