Unit Head

China Bank Group

Makati

On-site

PHP 1,800,000 - 2,100,000

Full time

7 days ago

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Job summary

China Bank Group is seeking a Problem Management Unit Head to oversee day-to-day Problem Management activities, ensuring high-quality IT support services and prompt resolution of issues to prevent recurrence.

The role requires coordinating with Service Desk and support units, driving root cause analysis, and implementing permanent solutions or workarounds when necessary. Strong process discipline and communication are essential.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field.
8+ years in IT Service Management or Support Operations.

Responsibilities

Develop, document and refine Problem Management processes to enhance efficiency and effectiveness.
Manage the lifecycle of all problems within the organization, ensuring logs and updates until resolution.
Conduct thorough investigations to determine root causes and drive RCA calls with multiple support units.
Collaborate with multiple support units to identify permanent solutions or workarounds.
Ensure analyses of incident trends and measures for incident reduction.
Perform Problem Manager functions as required.

Skills

ITIL knowledge

Communication skills

Analytical thinking

Team collaboration

Process improvement

Education

Bachelor's degree

Tools

ServiceNow

ITSM tools

Job description

Makati Head Office, Bel-air, City Of Makati, Metro Manila, National Capital Region ( Ncr ), Philippines

3 - 8 Years

Permanent

Job Description

Group Company: CBC PCCI

Office Location: CBC Head Office

Position description:The Problem Management Unit Head is responsible for overseeing the day-to-day activities of Problem Management process to ensure delivery of high-quality IT support services to stakeholders. He/She will be responsible for ensuring that problems are identified, analyzed, and resolved to prevent recurrence and minimize the impact on the business, meeting targets and expectations for customer service and support performance, and implementing best practices to enhance the overall efficiency of Problem Management process.

He/She will also assist in the coordination of Service Desk Operations in relation to overall identification of problem candidates and handling of workarounds and known errors to minimize impact to production.

Primary Responsibilities:

1) Develop, document and refine Problem Management processes to enhance efficiency and effectiveness.

2) Manage the lifecycle of all problems within the organization, ensuring all IT problems are logged and updated regularly until resolution.

3) Conduct thorough investigations to determine the root cause of problems, driving the RCA calls and coordinating with multiple support units

4) Collaborate with multiple support units to arrive at a permanent solutions or temporary workarounds if immediate resolution is not possible

5) Ensure analyses of incident trends, identifying repeat issues and measures for incident reduction.

6) Perform Problem Manager functions as required.

1) Identify opportunities to enhance the processes, tools, and trainings to improve overall performance.

2) Drive improvement initiatives based on the issues encountered

Additional Responsibilities:

Knowledge Management

1) Document problem resolution and root cause analysis results

2) Ensure that knowledge gained from problem resolution is captured and shared with relevant teams

3) Identify repeat issues and ensure that known error articles are created to document the workaround to help minimize production impact

4) Cascade of known error articles to relevant support teams for execution

Resource Management

1) Identify training needs for the problem management specialists to enhance skills and capabilities.

Service Reporting and Metrics

1) Develop, maintain, and monitor performance of Problem Management, providing regular reports to management on metrics, trends, and improvement initiatives.

ITSM Tool Management

1) Improve the tools and systems to ensure efficient and effective problem management process

Reporting Team

Reporting Designation: #*Reporting Designation*#
Reporting Department: IT Service Management Department
Category: #*Category*#
Field specialization: #*Field specialization*#
Degree: Bachelor's degree in Computer Science, Information Technology, or computer-related course
Academic score: #*Academic score*#

Required Certification/s: ITIL Certification and/or any IT Service Management Certification is preferred

Required Training/s: #*Required Training/s*#

Required work experience

Role: #*Role*#
Years of experience:
At least 8-year work experience in IT Service Management or Support Operations
At least 3-year work experience in Problem Management, Incident Management or similar functions
At least 3-year work experience in Service Desk Management or Customer Service Management is a plus
Experience in staffing and recruitment is a plus

Key Performance Indicators: #*Key Performance Indicators*#

Required Knowledge: #*Required Knowledge*#

Required Skills:

Knowledge in IT Service Management, ITIL V3 or V4

Knowledge in ServiceNow is a plus

Knowledge in Incident Management, Problem Management, Service Level Management, and Availability Management

Strong written and oral communication skills

Critical thinking, strong sense of team work and attention to details

Experience in driving process improvement and collaboration with different support units

Required abilities