Problem Management and Incident Management (Outsource)

Job Summary:
The Problem Management  is responsible for identifying, preventing, and resolving IT-related problems or incidents, ensuring efficient problem resolution and long-term prevention. The role focuses on ITIL-based problem management, working proactively to minimize disruptions and improve service delivery. Additionally, the specialist is responsible for compiling, analyzing, and reporting on KPIs and trends to refine internal processes.

Key Responsibilities:

• Coordinate and manage ITIL-based problem management activities, ensuring root cause identification and implementation of preventive measures.
• Proactively detect and prevent future issues by initiating the problem management process to enable faster diagnosis and resolution.
• Prepare and analyze statistics, KPIs, and trend reports to enhance problem management processes and improve operations.
• Collaborate with subject matter experts to optimize service delivery and system recovery processes.
• Facilitate major incident and problem review meetings, ensuring effective follow-up and problem resolution.
• Communicate service disruption updates to stakeholders and create external content related to outages.
• Ensure the accuracy and completeness of problem management data within the database.
• Conduct trend analysis and develop service improvement plans to address recurring issues.
• Address recurring incidents with urgency, focusing on long-term prevention.
• Maintain a comprehensive understanding of all aspects of product delivery and operations to effectively manage problem resolution.

Qualifications:

• 4-10 years of experience in IT Service Management (ITSM), focusing on problem and incident management.
• At least 3 years of experience supporting software, and applications.
• Strong knowledge of ITIL processes, including incident and project management.
• ITIL certification (v3 or v4) is preferred.
• Experience with ticketing systems such as ServiceNow or Remedy.
• Strong leadership and communication skills, with the ability to manage meetings and drive discussions.
• Strong problem-solving skills and a proactive approach to issue resolution.
• Proficient in spoken and written English (TOEIC score of 600 or above).

Additional Qualifications:

• Data Analysis Skills: Ability to analyze data to identify patterns and root causes of problems.
• Cross-Department Communication Skills: Ability to collaborate effectively with various teams across departments.
• Ability to Work Under Pressure: Demonstrated capability to perform well in high-pressure situations and resolve issues efficiently.
• Adaptability to New Technologies: Ability to quickly learn and adapt to evolving technologies.
• Experience in Large-Scale or Complex Systems: Experience working in environments with large-scale or complex systems is preferred.

People Excellence Center
                                                                               PTT Digital Solutions Co., Ltd.
                                                                       Website: https://www.pttdigital.com

We look forward to working with you and achieving success together.