Position Summary

As the Problem Manager, the role requires the incumbent to perform RCA (root cause analysis) for major incidents and follow up on all Problem Task tickets in a timely manner. The role also requires major incident support when needed due to the nature of the support model in the delivery center. As an Incident Manager, the individual is responsible for managing the lifecycle of all incidents and problems to restore normal service operation as quickly as possible and minimize adverse impact on business operations. This role ensures the effective implementation of ITIL processes related to incident and problem management and facilitates continuous service improvement. The position reports to Head of Operations, Asia.

Key Responsibilities

Problem Management

• Own the Problem Management process, including root cause analysis (RCA), trend analysis, and corrective/preventive action planning.
• Identify, log, and investigate pr...