安永全球商务服务（大连）有限公司（IT Services-Incidents & Problems Manager）

Role Description: Oversees the Portfolio in regards of Incidents & ProblemsPoint of escalation for Management, Portfolio and Relationship ManagementBuild & strengthen relationship with Customer / Stakeholder over time in regards of Incident and Problem resolution (build trust)Coordinates regularly scheduled Portfolio review of Incident and Problems with Customer Portfolio Lead and Solutions Portfolio Lead. Actively engage with Operations TeamsLiaison to other IT Services functional groupsMonitor Major Incidents to ensure process is being followed Acts as Problem Coordinator for Major ProblemsActs as Manager for escalated Incidents and ProblemsReview Incident and Problem Management reports and identify action plans to improve key performance indicators as necessary. Ensure proper usage of Problem and Error Control systems Review/discuss assignment and classifications of Problem cases Acts as gatekeeper and reviews all newly created Problem Cases by PortfolioReview/discuss assignment and classifications of Problem cases Performs Quality Assurance on all completed Problem Investigations. Coordinating / chairing Problem Management Review TeamsSupports Service Transition activities in regards of Incident and ProblemDefine reporting requirements to manage the Incident and Problem Management processCoaches and consults key functions how to identify Problem CasesIdentify process improvement(s) as the result of being the point of escalationReview Incident and Problem Management Processes and recommend improvementsContinuous promotion of Incident and Problem Management globally Validates the Incident and Problem Management processes are followed Facilitate Portfolio review meetings and maintain and follow-up on list of actions with associated ownersProvide, review and summarize trends on Portfolio ReportsMake recommendations for resolution and improvements to prevent similar incident in the future. Business Case: Focus in specific Incident & Problem areas based on our PortfoliosEnable single point of contact per portfolio in Incident / ProblemDirect interaction (BAU) with Solutions and Customer Service Portfolio / Relationship ManagementBetter understanding of Business and Service requirements (direct link)Enable cross function portfolio review (IP & Solutions & CSP / Customer)Enable / support prioritization and sourcing for Problem resolutionAvoid unnecessary delays by leveraging the expertise resources Align to functions (Solutions / Customer Service Portfolio)End to End Incident Management to Problem ManagementEnable proactive incident prevention (proactive problem management)Reduce / avoid Management escalationReduced resolution timeSenior resource for Major Problem resolution