Problem Managment

4 months ago


จตจกร กรงเทพมหานคร, Thailand PTT Digital Solutions Company Limited Full time

**Job Descriptions**
- Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified
- Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes
- Coordinate, convene and facilitate major incident and problem review meetings
- Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
- Create and deliver external content regarding service disruptions
- Ensure that the problem management information reflects accurate errors and is complete
- Develop trend analysis and prepare service improvement plans to address identified gaps
- Ensure recurring incident resolution is addressed with urgency
- Manage and maintain information stored in the problem database
- Maintain a comprehensive understanding of all aspects of product delivery and operations

**Job Specifications**
- Bachelor degree in computer related and/or other appropriate academic major. (GPA not less than 2.5 for Engineer & GPA not less than 2.75 for Computer Science, IT )
- A minimum 3-5 years experience working in ITSM positions, Problem Management and Incident Management
- At least 3 year experience with support numerous in HW/SW/Applications
- Knowledge in incident management and project management
- Knowledge in ITIL Certifcations
- Use of a ticketing system ,Servicenow ,Remedy
- Strong personality that can command a room
- ITIL experience
- Good problem management and incident management
- Good command of spoken and written English (TOEIC: 550 up)



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