Reports to: Head of Service Management Centre

Job Description: This role is the single point of contact to facilitates, develops, enhance and maintains the overall Problem Management process that is compliant to ITIL, and works with other team leads when process deficiencies or improvements are identified.

 

Responsibilities:

• Expert knowledge in Problem management process, procedures and standard operating work.
• Own and conduct problem investigation, diagnosis, root cause analysis, developing workarounds and identify permanent solutions with the internal team resolver group
• Work with change management team to submit changes on resolving known error
• Anlayze, track, record, report and update regularly on problem tickets, outstanding issue and known error resolution
• Work with internal team to identify potential process, monitoring, resolution to improve on resolving known error
• Intermediate level of knowledge on Microsoft Office (Excel, Powerpoint and Word)
• Intermediate level of experience in using BMC Helix ITSM (ticketing tools) or equivalent ITSM tools (example: ServiceNow, Opentext, etc)
• Excellent communications skill in Cantonese, English, Mandarin.
• Demonstrated ability to lead others in understanding, accepting and managing quality of work in the role
• Demonstrated the ability to drive and implement new improvement/changes to enhance productivity in the role
• Demonstrated ability to make optimal decisions through accountability, judgement, problem solving, prudent risk taking, market/industry awareness, and maintaining customer focus
• Demonstrated ability to build working relationships through respect & integrity, open communication, teamwork, negotiation/influence and customer relationship management with all level of staff and customer.
• Demonstrated ability to influence without authority and collaborate with internal clients and stakeholders
• Demonstrated ability to lead high performance through leading by example & initiative, continuous learning & coaching, measuring, rewarding & recognizing, customer service
• Relationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing ones
• Prepare reporting as part of deliverables to the customer
• Ensure existing and future documentation process, sop, manual are compliant to the company ISO standard
• Participate and provide assistance for audit, ISO and general compliance and assurance activities
• Ability to work in shift as per roster or on call basis in a 24x7 operating environment

 

Desired Certifications

• ITIL foundation v4
• ITIL specialist v4 certification

 

Requirements:

• Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.
• 3-4 years of experience in Problem management.
• Experience in ITSM tools (BMC Helix) or any equivalent ITSM tools in the market will be added advantage.
• Experience in Infrastructure, Security and Application IT domains
• Good problem-solving skills, background analytics, proactive attitude and focus on excellent customer service/support.
• Driven and able to multi-task, strong time management skills and strong team player.
• Required Language(s): Cantonese, English, Mandarin
• Willing to work on shift rotations and standby.