- Possess a degree in Computer Science/Information Technology or related fields.
- More than 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, MyIT, SmartIT 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 (Senior)
