About HOYA
Founded in 1941 in Tokyo, Japan, Hoya is a global med-tech company, and a leading supplier of innovative high-tech and medical products. Hoya is active in the fields of healthcare and information technology providing eyeglasses, medical endoscopes, intraocular lenses, optical lenses as well as key components for semiconductor devices, LCD panels and HDDs. With about 160 offices and subsidiaries worldwide, Hoya currently employs a multinational workforce of about 38,000 people.
Job Purpose:
Responsible for managing the lifecycle of all problems within an organization, aiming to prevent incidents from happening and minimizing the impact of those that cannot be prevented. This role leads the discovery of root causes to bridge the gap between reactive incident response and proactive service improvement.
Key Responsibilities:
- Problem Identification & Logging: Ensure Problems are identified and logged in the organizations single source of truth.
- Root Cause Analysis (RCA): Drive the investigation of the underlying causes of incidents using techniques like the 5 Whys, fishbone diagrams, or Kepner-Tregoe methods.
- Proactive Problem Management: Analyzing historical data (low priority incidents, configuration items, Changes, capacity, etc.) to identify potential failures before they occur and/or reoccur.
- Major Incident Management Handshake: The Problem Investigation shall run in parallel on the recurrence of a Major Incident, therefore actively participate in the RCA activity or follow up in active Major Incidents whenever necessary.
- Change Control Handshake: Endorsing Request for Changes (RFCs) to the Change Enablement team to implement a workaround or a permanent fix to the root cause of a problem.
- Service Level Management Handshake: Oversee the RCA for failed Service Level and ensure the related Service Improvement Plan is submitted
- Integrations to other relevant ITSM practices: Active participation in other aspects of the ITSM practices in the organization to help progress
- Problem Review & Closure: Actively participate in the post Major Incident reviews to ensure lessons learned are documented, and the problem record is either updated or closed.
- Documentation & Knowledge Management: Accountable to the maintenance of the Known Error Database (KEDB) and creating workarounds to restore service quickly until a permanent fix is developed.
- Overall Process Ownership of the Problem Management practice: Responsible in driving Problem Management to maturity.
Quantitative KPIs:
- Average time to start RCA
- Total number of uncompleted problems
- Percentage increase/decrease of major incidents
- Total number of problem records reported
- Average resolution time of problems
- Total number of known errors
- Total number of unresolved problems
- Total/average number of incidents associated with problems
- Percentage of problems with an identified root cause
- Percentage of problems with a workaround
Qualitative KPIs:
- Customer/User Satisfaction with Resolution: Surveys determining if the user feels the issue was fully resolved and if the workaround was effective.
- Quality of Known Error Database (KEDB): Assessment of whether known errors are documented, searchable, and useful for frontline teams to prevent recurring incidents.
- Effectiveness of Root Cause Analysis (RCA): Qualitative review of RCAs to determine if they identified the true root cause, not just a surface symptom.
- Preventive Action Impact: Qualitative assessment of whether implemented; long-term changes successfully reduced business risk, even if incident volume remains high.
- Business Impact Reduction: Measuring if the severity of incidents caused by identified problems is decreasing over time
Internal Relationships:
All relevant Problem stakeholders
External Relationships:
All relevant Problem stakeholders
Education/Training Qualifications:
- Bachelor's degree in a relevant field (e.g., Business, Information Technology).
- ITIL Foundation level certification
Experience:
- 5-7 years of experience in Problem Management.
- Strong understanding of Problem Management best practices.
- Experience collaborating with cross-functional teams and stakeholders.
- Experience working in an ITSM team with Integrated Service Management practices
