Problem Manager

  • 108K
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Standard Chartered Global Business Services Sdn Bhd
  • 22 Jun 17

To regulate the lifecycle of all problems/incidents reported through the ITSC, ensuring strict adherence to Problem Management processes and relevant Service Level Agreements. To provide quality input to, and support of, the post-problem review processes. To guide and support the Problem Managers in completing the RCA that meets the expectation of the organization.

Responsibilties :

  1. Lead the investigation of problems, via root cause analysis (following on from major & critical incidents) and produce investigative reports
  2. Engage in the avoidance of interruptions (Pro-active Problem Management), i.e. via a trend-analysis of important services or historical Incidents.
  3. Participate in or lead Service Improvement Plans (SIPs).

Responsibilties :

  • Problem-solving skills with an emphasis on resolution of complex technical problems; high degree of logical and analytical thinking with keen attention to detail
  • Demonstrated ability to quickly understand complex systems.
  • Strong interpersonal skills, including strong verbal, written and excellent listening skills are required.
  • Ability to deliver consistent results under pressure.
  • Ability to think independently and exercise initiative.
  • Team-oriented and skilled in working within a collaborative environment. Ability to interact with individuals on all organizational levels
  • Relevant language skills is an advantage
  • ITIL Intermediate training on Service Operations

Certfication :

-ITIL Processes (specifically Incident or Problem Management)

-Min 5 years incident/problem mgt, preferably in a Banking environment OR 7 years relevant Technical background in an IT environment

-ITIL V3 Foundation Certification