Problem Manager

Problem Manager

Nasstar | Cyberjaya, 10, MY

Posted a month ago

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Nasstar - About us

Nasstar is a managed service specialist. We deliver an integrated suite of services from cloud computing to networking and communication solutions to provide businesses with greater flexibility and efficiencies.

Nasstar  is the business and technology partner that delivers IT without drama.

We stop IT from ever becoming a problem. We manage and protect your systems. We support your employees and help service your customers. And we identify opportunities to help migrate your applications and infrastructure into multi-cloud environments, keeping your costs down and your productivity up.

And we do it without you even noticing us. Leaving you free to get back to what you do best – driving business value.

With Nasstar, your IT just works.

Details of our businesses and our outstanding achievements so far can be found on our websites:-

Job Description:

You will be responsibleand accountable for problem management, this will include measuring teamperformance, management reporting and in-depth ticket analysis with the aim toimprove efficiencies, cost, and improve the customer experience by identifyingreoccurring issues and implementing change. 

About the Role:

In this role you will regularly review and develop improvements to operations processes to driveefficiency gains and improvements to customer satisfaction levels. Developsprocesses to improve operational performance ensuring that the wider team inthe centre is fully trained in to optimize team performance.

Developingand deploying new processes and SOPs that drive customer improvement deliveringgreater levels of operational efficiency and customer satisfaction.

Youwill be responsible for overall management reporting which will include weeklyKPI reports along with board ready monthly reporting and will control the rootcauses of incidents and to ensure the prevention of the recurrence of theseincidents.

Main Responsibilities will include:

Risk Management – Managementof Risk Register and identify Risks (Examples: Unresolved Problems and followup actions from Major Problems, compliance, governance, delivery against contracts,resourcing etc.)

Reporting – Conducting post-mortem activities, facilitating root cause analysis and conduct research in support of learning why complicated issues surfaced. 

Ticket Analysis – To provide weekly and monthly analysis to identify potential reoccurring issues, you will access managed service tickets reviewing aged tickets, P1/P1 incidents, tickets over 4 hours and tickets with no action. 

Continual Service Improvements – Acting as a knowledge point across all technical teams in relation to best practice with a view to mitigating future problems by applying this to new and existing customer environments.

Major Problem Management – Following MSO, a problem ticket is raised, root cause established, corrective and preventative actions captured with ownership and timescales for 100% MSO’s.

KPI Performance – To achieve all KPI performance measures.

What we’d like from you:

To deliver the best for our customers, the people in Nasstar also need to be the best. Therefore we look for colleagues who demonstrate dedication and passion to a shared goal of excellent customer experience and service. Who work well with others and are passionate about what they do. A willingness to learn and quickly adapt is a must, as well as the drive to succeed.

Possess significant and demonstrable knowledge of managed service customers and managed IT infrastructure. 
Have demonstrable experience and technical knowledge of working with multiple levels.
Have a demonstrable track record of leading and managing teams capable of problem management issues and risk identification? 
Ability to inspire, influence and motivate individuals both within the team and is a confident leader as can engage at all levels with the customer and team. 
Can communicate effectively at all levels and provide clarity in complex technical situations. 
Have project management capability and develops effective resource and operational plans to ensure a smooth service and project implementation.
Can assimilate service performance and customer satisfaction data and determine trends to prioritise issues and develop service improvement plans. 
Demonstrate a passion for the customer and for delivering service excellence. 

If you meet these criteria and also possess a strategic, analytical mind, we’d like to hear from you.

What you can expect from us in return

At Nasstar, we think it’s important to look after our employees. In addition to a competitive salary, supportive teams and real chance to progress your career, we offer a range of benefits which include:

Holiday:  20 days’ holiday, plus bank holidays
Medical Insurance Enrolment:  Will take place after probation is passed
Top tech:  We don’t just keep our services and solutions for our customers. That means best-of-breed software and hardware for all our staff
Shift, Travel & Parking Allowance:  RM 950 allowance per month
Overtime:  All staff are eligible for overtime (if required)
Training:  Comprehensive induction and training plan to ensure you have all of the necessary skills to be successful
Office Location & Environment:  Working in a modern new office with good facilities in the immediate location

Why choose a career with  Nasstar?

Nasstar recognises the importance in creating an environment that supports personal development to enable individuals to reach their full potential. With so many varied roles across the company, an excellent Apprenticeship Scheme, and various training and development programmes available, at Nasstar the opportunities for growth are endless.