Full Job Description

**Summary**

**Responsibilities**:

- Empower the team to ensure there is timely identification and closure of problems, root cause is found in a timely manner and prevention is in place, so the problem does not reoccur. All aspects of the work will have to be well structured and conducted utilizing ITIL practices_
- **Primarily your work focus would be on**:_
- _Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified_
- _Performing trend analysis of important services or historical incidents to identify and eliminate potential incidents before they occur._
- _Submitting change requests to Change Enablement as required to eliminate known problems._
- _Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Enablement, incident management, and configuration management._
- _Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. _
- _Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes_
- _Coordinate, convene and facilitate major incident and problem review meetings_
- _Ensure the problems progress through the Problem Management process in a timely and prioritized fashion_
- _Ensure that the problem management information reflects accurate errors and is complete_
- _Develop trend analysis and prepare service improvement plans to address identified gaps_
- _Ensure recurring incident resolution is addressed with urgency_
- _Manage and maintain information stored in the problem database_
- _Maintain a comprehensive understanding of all aspects of product delivery and operations_
**_Your Critical Interfaces: -_**
- In this role, you will have the following critical interfaces: _
- _IT Ops & Governance_
- _Managed & Hosted Services_
- _Digital IT_
- _Project Portfolio Office _
- _Customer Service_
- _Regulatory Ops and Compliance, Auditors, Partners, Telenor, Marketing (Consumer Sales, Customer Management, International Biz & Carrier Services)_
**Merits**:

- _A tertiary level qualification in Engineering, Technology, IT, Business or Management field or hold a professional qualification from a recognized body_
- _ITIL Certified and/or 7-8 years working experience as a Problem Manager_
- _Experience working with IT systems and software such as Symphony Summit AI, Nagios, Dynatrace, CRM, DBSS, BSS Systems, etc._
- _Strong experience in change, incident, crisis, problem management process and execution of the same_
- _Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment_
- _Proven track record of working collaboratively to improve the customer’s experience_
- _Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels_
- _Demonstrate effective communication skills while working with diverse audiences including highly technical IT professionals, developers, and Company management _
- _Able to manage relationships with peers and managers as it relates to support and services_
- _Ability to navigate complexity and create collaborative, cross-functional solutions_
- _Ability to prepare conduct meetings as well as performing necessary post meeting communications, action tracking and follow-up._
- _Strong interpersonal skills including strong verbal, written communication and excellent listening skills are required._
- _Good understanding in Company Product and Services_
- _Technical Certifications & ITIL intermediate certification is a plus._
**You are**:

- Firstly, a good team player with great skills and talents for managing and driving people into achieving big ambitions._
- Someone who contributes to our value creation and live up to the Company leadership expectations: _
- _You must be **Passionate about the business** i.e. You have the will to win by having deep insights of our customers; focusing on what makes us successful; and setting ambitious goals and motivating people to deliver _
- _You encourage **Change & Continuous Improvement** i.e. You have the courage to challenge & be challenged; create visible change; and nurture creativity and innovation_
- _You are someone who ensures **Excellent Execution** from your people i.e You are driven by turning decisions into results by raising the bar; simplifying decision making; and delivering on decisions with quality _
- _You maintain a strong sense of **Integrity & Accountability** always i.e., you take ownership of your results & the Company's Way of conducting business, by making the Code of Conduct a way of life; showing transparency and taking ownership; and maintaining One Company's always._

**Job Types**: Full-time, Permanent

**Salary**: Up to RM13,000.00 per month

**Benefits**:

- Cell phone re

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