Share this Job

Problem Manager

Publish Date:  Sep 23, 2022
Location: 

Cyberjaya, Selangor, MY-Malaysia

Company:  Atos

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the                                                           CAC 40 ESG and Next 20 Paris Stock indexes.

 

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

Problem Manager:

Provide an integrated Problem Management system to ensure full support for the delivery of IT services in line with Atos commitments to the clients.

Responsibilities:

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Responsible for communicating with the Problem SME/ SMC Lead
  • First point of contact for Problem Management matters.
  • Facilitate RCA and Problem Resolution with Delivery Teams prioritizing on formal RCA.
  • Attend formal RCA call scheduled for all priorities (P1, P2, P3, P4, Ad-hoc P5 S@R)
  • Follow up on open RCA action items with Atos delivery teams including Tower heads, Team leads and Tower Service Manager. (Corrective Actions driving)
  • Prepare & validate PIR (Post incident review) report for internal review before publishing to SCB.
  • Ensure Problem Register is updated with all ongoing RCA/ Problem records & action item.
  • Assist Problem Lead & other stakeholders with daily, weekly & monthly reporting.
  • Ensure timely closure for all ageing problem ticket.
  • Liaise with the Account Service Team to ensure that appropriate information is communicated

to the Customer.

Recommended skills

  • Complete knowledge and understanding of the ITIL Process within a commercial environment; ITIL Certification would be an advantage
  • Account general technical knowledge of infrastructure awareness to help support innovation
  • This position requires a mix of technical, business and ITIL Problem Management Process to support the optimisation of processes and procedures to support growth
  • Awareness of delivering IT Services from a Global Delivery Centre
  • Good Communication Skills
  • Minimum 3 years relevant working experience
  • Detailed-oriented. Strive to drive meticulous clarity and accuracy in all reporting practices

#LI-Malaysia

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.