Senior Systems Analyst (Problem Management)

Date: 2 Oct 2024

Location: SG

Company: Synapxe

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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