Problem Manager

Thakral One is looking for a Problem Manager who will be responsible for leading the investigation of major incidents, defining the problem, and coordinating the resolution. The Problem Manager will work closely with stakeholders to understand the issues, gather requirements, identify the root cause of the problem, put in place a plan and effective solutions to prevent it from happening again. They will also be responsible for maintaining the problem record and ensuring that all problems are closed in a timely manner. The Problem Analyst will also contribute to continuous improvement efforts by analyzing data trends and recommending enhancements. The ideal candidate will have excellent problem-solving skills, be able to work under pressure, and have experience leading a team.

Duties & Responsibilities

• To be the central point of contact and coordination for all problems
• To ensure that all problems are logged, tracked, monitored and reported in accordance with agreed standards and tools
• To maintain an up-to-date problem record database
• To undertake trend analysis of problem records and make recommendations for improvement to processes
• To work with other groups to resolve cross-functional problems
• To drive problem management meetings as required
• To produce regular reports on problem activity for senior management
• To develop and maintain problem management procedures
• To provide training on problem management procedures to new staff
• To review and update problem management procedures on a regular basis
• To liaise with incident managers to ensure that incidents are escalated to problems when appropriate
• To liaise with change managers to ensure that changes are implemented which will prevent known problems from recurring

Key Responsibilities

• Problem Identification: Analyze incidents to identify underlying problems and root causes.
• Data Analysis: Utilize data analytics tools to gather and analyze performance metrics and trends.
• Collaboration: Work with cross-functional teams, including IT support, development, and operations, to facilitate problem resolution.
• Documentation: Maintain accurate records of problems, solutions, and actions taken in a problem management database.
• Reporting: Prepare and present reports on problem analysis findings and recommendations to management.
• Continuous Improvement: Identify opportunities for process improvement and contribute to the development of best practices.
• Stakeholder Communication: Communicate effectively with stakeholders to gather requirements and provide updates on problem status.

Required Skills and Qualifications

• Bachelor's degree in computer science, engineering, or related field
• Successful candidate must have at least 5 years of experience in IT problem management or a related role.
• Proficiency in various RCA techniques such as the 5 Whys, Fishbone Diagram (Ishikawa), and Fault Tree Analysis
• Proficiency in data analysis tools and techniques.
• Knowledge of how problem management integrates with incident management, including ticketing systems like ITSM tools (e.g., ServiceNow)
• Skills in documenting problem records, known errors, and workarounds effectively.
• Ability to analyze incident trends and performance metrics to identify recurring problems.
• Proficiency in generating and interpreting reports to track problem management performance and identify areas for improvement.
• Excellent written and verbal communication skills
• Ability to communicate confidently and clearly on conference calls, in meetings, via email, at all levels of the organization
• Experience with automation tools to streamline problem resolution processes.
• Understanding on how CMDB works – how configuration items (CIs) relate to problems and incidents
• Proficiency with tools like Microsoft Teams or JIRA (other tools) for effective communication and collaboration with other IT teams.
• Familiarity with ITIL or other IT service management frameworks is a plus.
• Strong customer service orientation

Preferred Skills and Qualifications

• Experience with incident & problem management software, such as ServiceNow
• Advanced problem-solving skills
• Strong attention to detail and ability to work independently.

Other Relevant Information

• Job Type: 1-Year Contract
• Work Set-Up: Onsite
• Location: Ortigas

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes. This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.