problem Management analyst (problem manager)Telus

Problem Management conducts and manages the overall process for a specific problem to minimize the impact of incidents and apply lessons learned that can improve the quality of service. Flex Time: 7pm to 9pm start shift WFH, 2x/month onsite Ortigas, Pasig City - Discovery Suites Salary - negotiable Job Description: Problem Management conducts and manages the overall process for a specific problem to minimize the impact of incidents and apply lessons learned that can improve the quality of service. They lead the investigation on service impacting incidents to determine the root cause and prevent recurring problems and resulting incidents from happening. They coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together. You will work closely with our product marketing, marketing communications, sales, pre-sales engineering, operations, solutions and service delivery teams to ensure value creation for both TELUS International and our customers. We seek an effective change-agent who is excited by new business models using the latest technologies and are equally passionate about delivering exceptional customer experiences through a best in class value chain. The MDS Problem Management team is responsible for reviewing and investigating all Priority 1 and 2 incidents. The objectives are as follows: - Managing the lifecycle of all problems - Analyze incidents and their root cause to prevent them from happening - Confirm resolution steps, and actions taken to mitigate future incidents and minimize the impact of unavoidable incidents - Identify service delivery and quality assurance gaps and create opportunities for improvement (i.e. action items) - Making temporary solutions (workarounds) available to incident management to decrease time to resolve (TTR) - Developing final solutions for known errors - Performing trend analysis of important services or historical incidents Responsibilities: As part of the Problem Management team you will: - Single point of contact for all the problems - Conduct Problem investigation and diagnosis - Conduct Problem identification and recording - Identifying underlying causes of incidents, implementing fixes and preventing recurrences - Investigating Problems, according to impact, through to resolution or error identification - Developing workarounds or other solutions to incidents - Monitoring progress on the resolution of Known Errors - Advising Incident Management team on the best available Work-arounds for Incidents related to unresolved Problems / Known Errors. - Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with Change Management, incident management, and configuration management - Conduct Problem resolution and closure - Analyzing historical data to identify and eliminate potential incidents before they occur - Monitor the problems to ensure that the Service Level agreements are respected - Monitors the effectiveness of error control and makes recommendations for improvements - Be proactive in identifying problems, analyse and recommend service improvement plans with the possible solutions obtained from technical teams for environments supporting customers - 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 - Work with all internal technical teams, Service Management and external stakeholders like customers and 3rd party partners - Responsible for preparing daily/weekly/monthly Problem Management reports and various KPIs - Provide recommendations for process development, monitoring reports and performance measurements Required Skills & Abilities: Applicants most likely to thrive will display the following traits and skills: Required Skills: - General knowledge and understanding of delivery of information technology solutions and services to large business customers - Strong knowledge of the ITIL Problem Management, Incident, Change, Configuration and Availability processes and foundational knowledge of all other ITIL processes - Analyzing and documenting business requirements, understanding process lifecycle, methods and processes - Strong knowledge of analytics & reporting and KPI benchmarking practices - Broad technical knowledge covering all technology platforms, mainframe, midrange, distributed and networks - Strong ability to influence and motivate people outside of an authority relationship, and forge productive and lasting alliances - Ability to work independently with minimal supervision and also effectively as part of a team - Strong analytical, problem identification and problem solving skills - Ability to adapt quickly to new technologies and situations - Customer focused, sensitive to customer needs, their critical business cycles and schedules. - Strong time management and interpersonal skills including ability to create clarity & communicate complex concepts to technical and non-technical stakeholders - Proven experience in working in, and basic management of, diverse and geographically dispersed teams Required Experience: - Bachelor or Master Degree in Business, Technology or Science, or equivalent education and / or experience. - 4 or above years of proven experience and success in an Incident or Problem role - Experience in quality management or business process management, ideally related to information technology What is it for you How we Help you Grow! Our development programs are designed to promote technical growth and enhance leadership and relationship skills across individuals. We spark your career growth, with a vast array of in-house training programs which are listed below, but not limited to: - Trending technical skills - Business domain & customer interaction - Behavioural & effective communication. - Transparent work culture to lift your ideas & initiatives at the enterprise level & investment to execute successfully. Telus International is an Equal Opportunity Employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.
Monster

Metro Manila
Permanent
Full-time