Problem Manager - Cyberjaya SGR

As the Problem Manager at IBM GDC , you will be the client’s primary interface into the Problem Management process and represent their interests and IBM’s needs to meet service commitments.

Main activities includes:

• Manage, escalate, and facilitate resolution of incidents impacting the customer. Act as the central point to manage and coordinate resolution of service centre escalations.
• Restoring services by working closely with other support teams, users and vendors.
• Own, coordinate and facilitate resolution of all major incidents within SLAs or customer agreed timeframes.
• Co-ordinate with relevant support groups to ensure root cause is identified and rectified for all problems.
• Coordinate or perform communication on status of major incidents.
• Prepare and disseminate formal Major Incident Reports and track corrective actions to closure.
• Provide pro-active problem management by analyzing problem trends and formulate Corrective Action Plans with respective technology partners.
• Perform statistical analysis of major incidents, incidents and escalations. Develop and enact action plans to address common trends and reduce problem volumes.
• Handle day-to-day problem management issues and escalate to Problem Resolver Groups to ensure timely resolution of problems.
• Arrange and chair technical conference bridges involving regional support teams as required.
• Perform regular review of process documentation.
• Seek approvals of various parties for updates. Participate in enhancement of incident, major incident and escalations processes.
• Conduct regular process and tools training to the Customer stakeholders and new staff as required