الوصف الوظيفي
Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;
Clear understanding of how tools should be used to support problem management process activities.
Proactively identify operational issues and trends
Provides appropriate reporting and drive resolution working directly with Service Providers
Monitors problem management performance metrics and Key Performance Indicators (KPIs)
Facilitates and participates in problem management meetings with focus on recent major incidents, incident trending, and operational issues.
Creating and updating of Problem Records
Organising and chairing Problem Investigation and Problem Review Meetings
Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
المهارات
Single point of contact for all the problems.
Monitor the problems to ensure that the Service Level agreements are respected.
To review the problem trends, planning and driving improvement plans.
Monitors the effectiveness of error control and makes recommendations for improvements.
To be proactive in identifying problems, analyse and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.
Maintains inventory of problems under analysis and their current progress and status
Follow up issues and progress with problem owners where necessary.
Communicating all the problems and their impact to all stakeholders.
Prevents recurrence of issues by identifying root cause and implementing fix.
Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
Drive all problems towards root cause identification and permanent fix.
Responsible for preparing daily/weekly/monthly Problem Management reports.
Responsible for preparing various KPIs.
تفاصيل الوظيفة
منطقة الوظيفة المملكة العربية السعودية
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الإدارة
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني إدارة
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