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Departmental Overview: The Regional Problem Manager - No Problem Later (NPL) Lead (PMNPL) is responsible for driving problem management and NPL processes within the region. This role requires thorough understanding of ITIL knowledge with strong focus on problem and incident management processes. The manager ensures that all IT problems in the region are recorded and tracked. The manager also ensures that all Global Problem Management processes are fully implemented for Asia-Pac and that any regional deviations are fully discussed and agreed both regionally and globally. The manager requires good understanding of the IT environment and should be able to quickly develop the knowledge of the organisation. The PMNPL will also be a primary liaison with key leads for core support processes, such as incident, change, capacity planning, configuration, and release management Responsibilities: The primary areas of responsibilities are as follows: Driving the NPL process and standard Problem Management process within the region. The PMNPL is responsible for continually recording issues and change needs to the NPL problem management process Check the quality of the NPL process artifacts: ER and NPL Document. To assign the NPL Leader for post follow-ups Drive the workshop participants to define proactive solutions to the identified main causes Is responsible for optimizing the process over time and should intervene when the process breaks down To use the defined escalation measures if needed Is responsible for the organization of the regional NPL working group Ensuring that there is the defined level of tracking of NPL cases Status tracking and management information Moderation of the NPL Workshops Skills The Problem Manager and NPL lead should possess the following skills: Tertiary education in an IT related discipline Must have a broad background with significant emphasis on IT Operations Have a good understanding of SDLC and IDLC processes Specific knowledge of Problem, Change and Configuration Management as defined by ITIL Hands-on experience with one or more leading ITIL management tools (e.g. Peregrine Service Center, HP OpenView, BMC, Tivoli, CA Unicenter, EMC Control Center) Good understanding of audits and controls. Be able to work with other Production Services managers and enhance production stability. Successfully worked with senior management (CIO/COO level) preferably of a complex global financial services firm Ability to work with and achieve results in a culturally diverse environment. Strong communication and problem solving abilities are required to develop meaningful relationships with customers Ability to moderate complex workshops and needs to drive the upper management and the workshop participants to think out of the box and strive for solutions that sustainable solve the main causesThe following personal competencies are required: Strong client-facing skills & self-starter Accountable and flexible Proven team player and self-motivator who can work with minimum supervision Provide good guidance and motivate the teamCredit Suisse is an Equal Opportunity Employer and does not discriminate in its employment decisions on the basis of any protected category. To the extent permitted or required by applicable law, a candidate who is offered employment will be subject to a criminal record check and other background checks before the appointment is confirmed. Copyright © 2006 CREDIT SUISSE GROUP and/or its affiliates. All rights reserved
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