Problem Manager

2 weeks ago


Mission, United States CareerBuilder Full time

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description

Oversees the Problem Management process, efficiently coordinating activities to promptly address recurring issues. Initiates investigations, classifies and prioritizes issues, documents root causes, analyzes potential solutions, assesses their impact, and recommends the optimal course of action for a permanent problem resolution.

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description

Oversees the Problem Management process, efficiently coordinating activities to promptly address recurring issues. Initiates investigations, classifies and prioritizes issues, documents root causes, analyzes potential solutions, assesses their impact, and recommends the optimal course of action for a permanent problem resolution.

ROLES AND RESPONSIBILITIES:
Proactive Problem Identification and Prevention
Analyze incident trends and identify recurring issues.

Develop proactive plans to prevent incidents before they occur.

Implement early warning systems to detect potential problems.

Conduct risk assessments of new technologies and processes.

Expected Outcome:

Reduced number of

incidents, improved

service, minimized

financial impact and rework

Problem Investigation and Resolution
Investigate the root cause of recurring issues including who, what, when, where, why, and how it originated, going beyond surface-level symptoms.

Identify and document temporary workarounds to mitigate impact.

Design permanent solutions to resolve problems.

Oversee the implementation and testing of new solutions, ensuring they effectively address the identified issues.

Track the impact of implemented solutions, measuring their effectiveness in reducing recurrences and improving L2A efficiency.

Document knowledge gained during issue analysis and resolution for future reference and training purposes.

Share insights and best practices with relevant teams to prevent similar issues from arising

Expected Outcome:

Faster resolution of

incidents, reduced

repeat

incidents, improved

service quality.

Continuous Improvement
Review and improve the Problem Management process.

Measure and report on the performance of Problem Management.

Identify and implement best practices in Problem Management.

Collaborate with other departments to ensure alignment.

Expected Outcome:

Continuously improving problem management

effectiveness, increasing

efficiency and reducing costs.

Additional Responsibilities:
Maintain problem records and knowledge base.

Communicate problem information to stakeholders.

Escalate critical problems to appropriate stakeholders

QUALIFICATIONS:
Minimum: 5 years of experience in IT Operations or Technical Support, with at least 2 years in a problem management role (expert track).
Preferred: 7+ years of experience, including some managerial experience leading a team responsible for incident or problem management, and collaborating with cross-functional teams.
In-depth knowledge of industry best practices and frameworks related to problem management, such as ITIL (Information Technology Infrastructure Library).
Prior experience in industries with complex IT infrastructures, such as finance, healthcare, or technology, is highly desirable.
Familiarity with the specific challenges and regulatory requirements of the industry in which the organization operates.
Experience in a fast-paced, high-volume environment essential.
Proficiency in data analysis and reporting tools.
Excellent communication, collaboration, and problem-solving skills.
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
Relevant certifications, such as ITIL v4 Foundation, ITIL Specialist: Problem Management, Six Sigma Green Belt, or equivalent, are a plus.
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

About Us

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.
Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevies New York.
Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.
Purpose
In everything we do, we treat people right to create a Globe of Good.
Vision
We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.
Mission
We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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