Al Futtaim Jobs - Problem Manager (Dubai, AE)

Job Requisition ID: 43045 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

ROLE PURPOSE:

 

The primary objective of the Problem Manager is to identify, troubleshoot, document, and resolve the root causes of repeated incidents or proactively prevent incidents occurring. The role will own the processes governing problems and major incidents in the business to minimise disruption of service in accordance with best practice. The role will be accountable to reducing cost & waste though reduction in incidents and impact to end users.

 

KEY ROLE SPECIFIC ACCOUNTABILITIES:

 

• To lead and manage the root cause analysis and technical resolution of underlying faults.
• To define the methodology for proactively identifying Problems through trend analysis.
• To minimise the impact to the business of Problems.
• To be a driving force and active contributor in the reduction of technical debt.
• To prioritise Problems correctly to minimise the business impact to Al-Futtaim EIT.
• Manage that activities are prioritised and resourced to enable the most effective management of the Problem.
• Design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
• Contribute to the development of the service management tool
• Lead the investigation of problems, via a root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring
• To take ownership and responsibility for the problem management process and policies and to ensure continual improvement
• Contribute to ITSM team CSIP and process improvements
• Provide solutions and recommendations against pain value analysis
• Liaise with risk management to ensure that all risks and mitigations are captured and reviewed
• Drive business excellence
• Create and manage known error database
• Reduce cost through reducing the time to resolve incidents and decreasing the number of incidents occurring

 

PERSON SPECIFIC Criteria:

 

Education: College or university

 

Minimum Experience and Knowledge:

• Minimum 4-7 years’ experience as a Problem Manager and experience of developing and rolling out Problem Management processes
• In-depth knowledge of IT end-to-end problem management, encompassing availability management, event management, incident management and root cause analysis
• Experience of IT service delivery management within a global organisation.
• General knowledge of Third party support agreements
• ITIL V3 certified to Foundation level as standard
• Experience of IT service delivery management within a global organisation
• Developing and implementing a rolling training plan to increase Incident resolution (Knowledge Management).
• Working in partnership with the Service Management and Technical Resolution teams, promote, champion and drive the use of ITIL best practices to ensure the delivery of best practice within the Al-Futtaim EIT function.

Job-Specific/Technical Skills required to complete the tasks:

 

• Strong line management with experience of motivating support teams in a pressurised environment
• Ability to develop good relationships with colleagues and key stakeholders
• Good analytical skills and an ability to define the precise nature of Senior IT Management requirements, this will include meetings with various levels of management seniority
• Ability to organise and prioritise work in an effective manner
• Conflict resolution skills, strong negotiation / influencing skills and excellent analytical skills
• Ability to work under pressure
• Methodical and disciplined approach to work
• Ability to work well in a team.
• Excellent Customer Service experience and focus
• Good working knowledge of both project management and process improvement methodologies
• Strong analytical and problem-solving skills
• Reporting to all levels on summary and progress reports
• In depth knowledge of Service level agreements
• General knowledge of IT infrastructure environments
• SLA compliance of Problem Management across all service operations teams/resources to fulfil contractual agreements and act as first point of escalation for Technical Resolution and Service Management teams for operational performance issues.

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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