Work Set-Up:
Open for Hybrid Set-Up | Upper McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule (US Hours)
About This Role:
Problem management identifies and manages problems using preventative methods and identifying underlying causes to help prevent future issues. With a structured workflow for diagnosing root causes and fixing problems, it helps eliminate recurring incidents and minimize the impact of unexpected disruptions.
Primary Duties and Responsibilities:
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes.
- Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.
- Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.
- Coordinate, convene and facilitate problem review meetings.
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.
- Ensure that the problem management information reflects accurate errors and is complete.
- Develop trend analysis and prepare service improvement plans to address identified gaps.
- Ensure recurring incident resolution is addressed with urgency.
- Manage and maintain information stored in the problem database.
Required Qualifications/Skills:
- ITIL Certified or 3 years working experience as a Problem Manager
- Basic knowledge of cloud infrastructure and application infrastructure
- Work experience in Reporting Tools ServiceNow, ServiceNow Performance Analytics
- Advanced Excel Skills, work experience in Word, PowerPoint, MS-Visio, and Copilot
- Strong analytical skills
- Knowledge about KPI & CSL related to IT Helpdesk.
- Proven track record of working collaboratively to improve the customer's experience
- Strong communication, presentation, and relationship management skills
- Able to translate complex issues in an understandable, organized way
- Team oriented
- Positive team player attitude with excellent verbal and written communication skills
- Ability to work collaboratively with cross-functional teams
- High degree of organizational skills
What We Offer:
- Opportunity for career growth
- Highly competitive and flexible package salary
- HMO Benefits since Day 1 (including up to 3 dependents)
