- Possess a degree in Computer Science/Information Technology or related fields.
- 3 to 8 years of experience in IT service management, specializing in Problem Management.
- Hands-on experience with knowledge in ITSM tools and platforms; e.g. BMC Remedy, My IT, Smart IT etc.
- Extensive knowledge and experience in IT Service Management framework, development of Problem Management reports and processes.
- Experience in managing, monitoring and improving Problem Management processes.
- Develop Problem Management plan, perform recurring incident/problem impacts assessment and identify key stakeholders.
- Extensive experience in managing problems according to SLA, delivering Root Cause Analysis (RCA) and problem resolution
- within the agreed timeline. Coordinate problem resolution involving internal IT support teams, vendors, customers to ensure problems resolved in timely manner and manage any roadblocks.
- Prepare and deliver regular reports; e.g. RCA report, Post RCA Implementation Review, Problem Management KPIs etc.
- Conduct Post Resolution Review of critical problems with internal and external stakeholders.
- Maintain and update Known Issue records and Knowledge Database.
- Experience in system development, infrastructure or other IT related areas.
- Ensure compliance with IT security standards, policies and procedures.
- Deep understanding of ITIL processes, with experience in an ITIL based environment.
- Excellent written and communication skills.
- Preferably with ITIL certifications.
Problem Management Specialist (Mid-Level)
