Position Overview
The Problem Manager for Major Incident is a Service Operations Specialist who is responsible to maintain high levels of service and ensuring all service recovery, protective mitigations, stakeholder communications and problem management activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLOs, SLAs, KPIs and metrics relating to service performance and operations performance
Role & Responsibilities
- Support and assist in high severity incidents and drive problem management meetings, gather required experts to perform root cause analysis for problem resolution
- Manages high severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure
- Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
- Participate in high severity incidents/Command Centers and collaborates with multiple internal teams across disparate groups to restore services when major incidents occurs
- Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
- Ensure all operational support material is complete and all process comply within internal security and technology standards
- Prepare and deliver status updates / report to management
- Log and track problem tickets relating to S1/S2 or high impact issues
- Maintain processes, templates and SOP, website and information related to incident and problem management
- Assist senior leaders in disaster recovery planning and activities
Requirements
- Bachelor's degree or Diploma in computer science or other highly technical, scientific discipline
- 5-10 yrs of Technical / Application Support or Problem / Incident management experience
- Proven experience of working efficiently in a cross functional team
- ITIL v3/v4 certification and strong service oriented experience / background
- Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
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