The Manager is responsible for ensuring the processing of Problem investigations through the Problem Management Process within the Asia segment. The Manager GTSM Problem Management Asia works closely with both Asia and North American team members.
He / She leads a team of Problem Management Analysts based in Asia, who work closely with technical subject matter experts (SME's) to analyze and diagnose problems affecting the Manulife org's IT apps/services. The manager is to ensure appropriate efforts are made to both diagnose problems with evidence, and to remediate root causes effectively to prevent/avoid incidents. The manager is particularly laser-focused on ensuring recurring incidents are avoided. If permanent fixes to fully eliminate a problem are not possible, the manager is to ensure that the team focuses on minimizing adverse impacts. The manager supports incident trend analysis to identify opportunities for improvement.
Position Responsibilities
- Team Leadership: Lead and mentor a team of Problem Managers, providing guidance, support, and coaching
- Foster a collaborative and high-performance team environment
- Conduct regular performance reviews and provide advice on professional development opportunities for team members
- Support the execution of annual roadmap initiatives/enhancements for continuous process improvement
Problem Management Oversight
- Oversee end-to-end problem management process execution within Asia segment, ensuring adherence to ITIL best practices
- Ensure adherence to policies and standards, as well as alignment to global process and procedural documentation
- Adhere to SLO/SLA's to ensure the timely documentation, categorization, diagnosis and remediation/resolution of problems
- Ensure audit readiness
- Conduct regular problem review meetings and participate in various Incident, Problem and Change review meetings as required
Root Cause Analysis And Resolution
- Provide mentorship and guidance on Root Cause Analysis techniques and problem remediation
- Guide the Problem Management team in conducting efficient and effective root cause analysis (RCA) for complex problems
Preventative Measures And Continuous Improvement
- Work with technical and business resources to identify and implement technical and non-technical measures to prevent/reduce future incidents
- Foster a proactive culture of prevention and continuous improvement, both within the team, as well as throughout the organization
Reporting And Communication
- Assist the Director, GTSM Problem Management, in gathering data/information for reporting to Leadership as needed
- Maintain clear and effective communication with all relevant parties involved in a problem investigation throughout the problem management process
- Ensure that diagnosed problems are documented as known errors with business-acceptable workarounds
Stakeholder Engagement
- Build and maintain strong relationships with key stakeholders across the organization
- Act as a point of escalation for complex problems to ensure a timely resolution
- Collaborate with other IT service management teams to drive process improvement and overall ITIL maturity
- Ensure the timely development and implementation effective action plans to resolve problems and prevent recurrence
Required Qualifications
- Bachelor's degree or equivalent experience in Information Technology
- Proven experience in IT Problem Management, with a track record of leading/supervising a team
- Strong analytical and problem solving skills
- Excellent communication and interpersonal skills
- Familiarity with the ITIL framework and best practices in IT Service Management (ITSM)
- Ability to work effectively in a fast-paced and dynamic environment
- Experience with problem management software and tools
Preferred Qualifications
- ITIL Foundations or higher certification
- Knowledge and experience in the financial services industry
- Knowledge with ITSM tools, such as ServiceNow (other tools similar to ServiceNow) at least 1 year of experience
- Experience in financial institutions (nice to have)
When You Join Our Team
- We'll empower you to learn and grow the career you want.
- We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we'll support you in shaping the future you want to see.
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Working Arrangement
