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Manager - Problem Process

Legacy Emirates Group

Posted on November 27, 2019

7 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

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Job Description

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Manage the Problem and Knowledge processes and maintain/manage a centralized knowledge database for IT Division. Identify the cause of recurring incidents by investigating the root cause with the objective of minimizing / avoiding the impact of the incident.

IT - Software Services

IT Software

Desired Candidate Profile

Problem Management: Manage the problem process by identifying, classifying, prioritizing, escalating and resolving all the problem tickets. Carry out a root cause analysis on all problems and ensure all tickets are attached with a detailed root- cause analysis. Trends: Analyze data and trends on incidents and problems to identify the root-cause and their potential preventive action. Monitor, review and report the effectiveness of problem resolution and take appropriate action. Documentation / Database: Ensure that an up to date and accurate known errors related information is maintained, monitored and saved in Known Error database for the purpose of bringing in efficiency improvements and issue occurrences presentation. Responsible for maintaining / updating the Policies and Procedures documents for Problem management. Knowledge Management Database: Maintain accurate database of all IT Knowledge Management articles / journals.
Have intermediate ITIL certification.
• Have a good experience in SAP HEC and Basis


'ITIL Intermediate' Problem management problem management sap basis/erp

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Legacy Emirates Group

Legacy Emirates Group

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Name/ Designation:
Maqbool -

Address: Almas Tower - 48B - Dubai - United Arab Emirates
United Arab Emirates

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