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Incident & Problem Manager
5 months ago
Position Overview
This is an important role for Service Delivery team. The Assistant Manager for Service Management will plan, manage and deliver operations with ITSM methodology, primarily focusing on Incident & problem management. In addition, he/she needs to support other Service Management processes such as Service Request and Change Management.
Role & Responsibilities
Incident and Problem Management (Primary Responsibility)
o Manage investigation and resolution of major incidents and problems. These include running conference calls, tracking progress and timeline, providing constant updates to all stakeholder, working with vendors and internal team on the root cause analysis
o Manage service improvement plan for major incidents and problems.
o Monitor and ensure all minor incidents are tracked and processed effectively
o Conduct Post Incident Review
· Change and Service Request Management
o Responsible for overseeing the coordination of end-to-end change activities.
o Work with vendors and internal team on all change and service requests, assessing their risk and impact and cost.
o Ensure all requests for change (CR) and service requests (SR) are properly classified, recorded, authorized, implemented and closed.
o Chair or attend weekly change and request management meetings including CABs
o Investigate, collect data, and report on failed SR and CR
o Provide guidance and support on Change and Service Request Management activities according to contractual obligations
o Act as an escalation point for change and service requests management related issues
· Process Management
o Implement, review, maintain related ITSM process and procedures.
· Disaster Recovery Plan / Business Continuity Plan
o Manage and maintain IT recovery plan with internal team and stakeholders
o Create and conduct IT DR awareness and training programmes
o Conduct ITDR exercises and tests to ensure systems and applications meet business and resiliency requirements
o Integrate business continuity with DR initiatives
Requirements
1. Degree in IT or equivalent
2. At least 5 years of relevant hands-on experience in in maintaining IT systems using IT Service Management Methodology.
3. Be able to demonstrate strong ITIL based process management experience.
4. Strong critical skills such as collaboration, oral, written and verbal communication skills and analytical capability.
5. Increased acumen for planning, strong time management skills and ability to multi-task.
6. Strong planning and time management skills.
7. People, result, and customer oriented with multi-tasking capabilities.
8. Able to work under pressure.
9. Must be able to work independently, as well as in a team environment and be a good team player.
10. Candidate with incident management experience and Healthcare domain knowledge would be an advantage.
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