Deskripsi Pekerjaan
Join Stefanini's dynamic IT service management team as a Problem Manager, where you'll drive operational excellence by proactively identifying, analyzing, and resolving complex technical issues. In this critical role, you'll chair strategic customer review meetings to discuss problem status, emerging trends, potential risks, and major incident resolutions. You'll implement robust problem management frameworks, conduct root cause analyses, and develop action plans to prevent recurring issues. Your expertise will ensure seamless communication between technical teams and stakeholders while maintaining service continuity and customer satisfaction. If you're passionate about optimizing IT service delivery and possess exceptional analytical skills, this position offers an opportunity to make a tangible impact in a global technology environment.
Tanggung Jawab
- Chair regular customer review meetings to discuss problem status, trends, risks, and action plans
- Oversee end-to-end problem lifecycle management from identification to closure
- Conduct root cause analysis and develop preventive solutions for recurring issues
- Coordinate cross-functional teams to ensure timely problem resolution
- Maintain and update problem management documentation and knowledge base
- Monitor problem metrics and report on service improvement opportunities
- Collaborate with incident management teams during major outages
- Drive continuous improvement of problem management processes
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 3 years of experience in IT service management
- ITIL Foundation/Intermediate certification required
- Strong analytical and problem-solving abilities
- Excellent communication and stakeholder management skills
- Experience with incident/problem management tools (ServiceNow, Jira)
- Knowledge of ITSM frameworks and best practices
- Ability to lead meetings and present technical information clearly