Description
Responsibilities:
- Define the program plan of what processes, functional entities data points are in scope for Problem Management
- Produce a project plan for Problem Management
- Coach the stakeholders in what to expect from both a preparation and operation point of view
- Manage the Problem Management team
- Be responsible for the Problem Management Function
- Ensure knowledge transfer is part of day to day activities between the Ericsson SME's and Telkomsel Incident and Problem Management teams
- Be a pro-active member of the OE consultancy team (pitch in where required)
- Share experience on best practice from other Telecoms Operators
- Promote the value of the Problem Management function to both Ericsson and Telkomsel Staff
Requirements:
- Minimum 20+ years of experience in the Operations, Network Implementation or Project Management of telecommunication projects
- Minimum of 5+ years Problem Management experience
- Proven track record of setting up and managing a Back Office in a large scale operator
- Proven track record of supporting the Incident management process (Major Incident functional escalations and Knowledge object creation)
- Proven track record of improving the performance of problem management
- 10+ years as a consultant/manager
- ITIL Certified