IT Problem Manager

We are seeking a talented individual to join our** Problem Management**team at **Marsh & McLennan Asia Business Services (MMABS)**. This role will be based in our Pavilion Damansara Corporate Towers, Kuala Lumpur office. This is a hybrid role that has a requirement of working as per respective team's arrangement.

**IT Problem Manager**
- It plays a critical role in maintaining the overall effectiveness of the problem management process.
- Manages the problem management process, ensuring data accuracy and precise trend reporting.
- Analyzes complex problem records to identify root causes and implement effective solutions.
- Collaborates with cross-functional teams to improve processes.
- Communicates findings clearly to stakeholders.

**We will count on you to**:

- Determine root cause, resolution, and identify and recommend improvements that can be made to prevent recurrence.
- Analyze incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers.
- Conduct postmortem investigations on critical incidents, identify and recommend corrective action items, and create a business-facing document detailing the incident, root cause, and steps for remediation.
- Help manage service relationships across MMCTech by chairing Problem Boards and other meetings that review outages, resolutions, and ongoing corrective action items. When required, work with teams across MMCTech to manage problem initiatives.
- Manage the problem management process by collaborating with relevant technical, management, and business stakeholders.
- Provide clear, targeted, and timely communication regarding the progress of individual problems.
- Collaborate closely with colleagues both onshore and offshore to facilitate problem management RCAs and expedite the closure of identified actions during the RCA process.
- Identify trends in problem data and develop plans to mitigate the recurrence of issues.
- Create, maintain, and develop Known Error records.

**We will count on you to**:

- At least a Bachelor’s degree with a minimum of **8 years of working experience, with proven ability in Problem Management.**:

- Proven ability to manage and facilitate activities by a variety of functional and geographically dispersed teams to meet Service Management requirements.
- Experience using an IT Service Management tool with an understanding of reporting modules.
- ** Proficiency in analyzing problems using reports and statistics to identify trends and implement mitigating actions**.
- Broad IT knowledge and technical skills.
- Exposure to ITIL Service Management (or similar) processes and methodologies.
- Flexibility and willingness to work longer hours or outside of regular working hours in the event of critical issues requiring expedited root cause analysis.

**What makes you stand out**:

- Strong critical incident and change management experience.
- Background with SDLC, quality standards, and service management processes.
- Excellent interpersonal skills to effectively interact with technical resources from multiple organizations for collaborative tasks.
- Familiarity with AI technologies, such as ChatGPT or similar natural language processing models.
- Experience in the insurance, consulting, or wider financial services sector.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.