HEAD OF PROBLEM MANAGEMENT CENTER Professional2 weeks ago - Jobs - Unspecified - 41 views
As the Head of Problem center, you will establish problem management strategies, protocols, and mechanisms to guide the prevention, resolution and minimization of problems and their effects. This position contributes to the implementation of policy and strategy for problem management ensuring that all practices, processes, and service levels are in place as per the organization objectives.
1. Management and Reporting
Manages senior individuals and groups.
Allocates management and supervisory responsibilities.
Provides coaching and support and delegates responsibilities where possible, in order to achieve corporate objectives.
Mentors and influences senior individuals in consideration of their career opportunities and contribution to the organization.
Sets performance objectives, and monitors progress against agreed quality and performance criteria.
Initiates, develops and monitors effective performance management processes.
Leads on formal processes such as compensation negotiations and disciplinary procedures.
Analyses patterns and trends.
2. Problem Center Operations
Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
Assists with the implementation of agreed remedies and preventative measures.
Coordinates the implementation of agreed remedies and preventative measures.
Ensures that such problems are fully documented within the relevant reporting system(s).
Develop strategies to pre-empt potential problems from occurring.
Enables development of problem solutions.
3. Finance / Reporting / Company Management
Contributes to financial planning and budgeting.
Monitors and maintains all required financial records of the problem center for compliance and audit to all agreed requirements.
Collates required financial data and reports for analysis and to facilitate decision making.
4. Problem management process ownership
Create, update, train and establish organization-wide problem management protocol and standards.
Develops organizational policies, standards, and guidelines for methods and tools.
Leads the development of organizational capabilities for methods and tools (including automation) to ensure adoption and adherence to policies and standards.
Sets direction and leads in the introduction and use of techniques, methodologies and tools, to match overall business requirements, ensuring consistency across all user groups.
BSc/MSc in Computer Science & Engineering.
3 years of experience in problem and incident management: monitoring, resolution, and investigation.
Industry best practices in problem management.
Critical processes and key touchpoints throughout the lifecycle of problems.
Indicators of potential problems.
Best practices and key components in problem management review.
Impact of problem management reviews on service reviews and stakeholder satisfaction.
ITIL V3 foundation certification or equivalent.
Critical knowledge & skills including tools, software applications, language, etc.
Fluency in written and spoken English language is a must.
French / Vietnamese / Mandarin language is a plus but not mandatory.
Monitoring tools knowledge (Zabbix, Nagios, Centreon, Datadog).
Reporting/Dashboarding tools knowledge (Grafana, PowerBI).
Interpersonal skills proficiency.
Advanced Leadership competencies.
Good presentation & communication skills.
Creativity is a must.
Fun & Dynamic & Team player.
Full of Energy & Inspiring.
Workaholic but take time to enjoy a good lunch or dinner with the team.