Problem Manager

Overview

As the Problem Manager, the role requires the incumbent to perform RCA (root cause analysis) for major incidents and follow up on all Problem Task tickets in a timely manner. This role will also require the candidate to perform major incident support when required due to the nature of the support model in the delivery center. As an Incident Manager, the incumbent is responsible for managing the lifecycle of all incidents and problems to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations. This role ensures the effective implementation of ITIL processes related to incident and problem management and facilitates continuous service improvement. The role will report into Head of Operations, Asia.

Problem Management

• Own the Problem Management process, including root cause analysis (RCA), trend analysis, and corrective/preventive action planning.
• Identify, log, and investigate...