-Proactive problem management through trend analysis and incident elimination within IT Service Management.
-Responsible for eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the sites
-Identifies opportunities/issues, defines and manages problems
-Defines the organizational structure of problems and the interfacing with the functional work streams associated with tasks.
-Directs and controls all work performed within the problem framework and has the authority for problem element's task assignment and schedule(s).
-Responsible for daily communications and formal problem reviews with all stake holders.
- Recommends solutions and controls, and implementing approved recommendations.
- Ensures accurate quality measurements and tools are implemented within infrastructure.
Principle duties include:
Meets all problem SLA (Quality, Delivery and Cost)
Identifies, tracks, and manages tasks, and resolves problem issues.
Proactively disseminates problem information/reporting to all stakeholders.
Identifies, manages, and mitigates risk.
Ensures that the overall solution is of acceptable quality.
Proactively manages scope to ensure that only what was agreed to be delivered, unless changes are approved through scope management procedures.
Defines and collects metrics to give a sense for how the actions to the open problem is progressing and whether the deliverables produced are acceptable.
Manages the overall work plan to ensure work is assigned and completed on time and within budget
Drive incidents out of the system through trend analysis
Identify opportunities for knowledge and training company-wide for IT Services
Create actionable deliverables based on data and information in our ITSM and related systems
Support, engage and report results to senior leaders
Develop and champion opportunities company-wide to improve the customer experience, eliminate problems and drive efficiencies
Lower client and production system impact
Decrease call handling times
Promote shift left
Drive in-depth incident, change and problem management through trend analysis
-College degree in a businessrelated field or equivalent experience.
-Four years of call center end user support experience
-Two years of demonstrated use of Lean Sigma, Six Sigma,
-Project Management tools and methodologies, or equivalent experience.
-Green Belt required, black belt preferred
-Strong analytical, incident and problem management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.
-Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.
-Excellent technical (MS Project, Word, and Excel), math/statistical skills and business objects for reports.
-Strong understanding of the call center industry and operations.
Ability to work in a dynamic, fast-paced environment.
-Understanding and ability to use statistical process analysis.
-Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.
-Understanding and ability to use math principles, charts and graphs.
You may send your resume to philiprey.vccl[at]yahoo.com
or for initial phone interview mobile number +639175699803
for fast processing include text FULL NAME/APPLICANT/POSITION/ LOCATION/SOURCE/ Send to 09175699803