Incident and Problem Manager

**Company background**

Focus Computer Pte Ltd has been operating since 1989 in Singapore, and is an established leader in the IT hardware and software fulfilment space in Singapore. We have provided a stable environment for our employees since our inception and we believe in taking care of our employees through thick and thin. In 2020, a new management team comprising of experienced IT leaders with background from Accenture, HP and Oracle embarked on a journey to transform our company to a global one. We established Focus Digitech Pte Ltd In order to meet the growing demands for digital transformation by our customers, and we have an opportunity to hire an Incident and Problem Manager to join our growing team. Your entry point into the company does not limit the potential you have to rise within the company to other roles as your aspirations and attitudes may propel you towards. We believe that paper qualifications can only tell us so much, and we believe in hiring people with the right skills and not just certifications (although we will accord due credit if you have them). So, come on and discover your full potential with us as we take Focus Digitech to the next level of leadership in digital technologies

**About the Role**

You will be working closely with one of our major client in the mining industry and will be based in Montreal. You will be working to help our client operationalize the incident and problem management processes for the North American customer services delivery. Although this role is dedicated to this client, you may also have exciting opportunities to work across multiple industries and use cases, and potentially grow your career further with us as we expand globally

As an Incident and Problem Manager, you will contribute to ensuring incidents and/or problems reported by the client users are accurately tracked and reported to closure, meeting the SLAs and to achieve a high customer satisfaction score. You will achieve this by working with the technology experts and business stakeholders to understand the scope of the incidents or problems reported and managing them expertly.

You may have the opportunity to influence customers to re-engage the company for additional projects or change requests and will be financially compensated for such.

**Role and Responsibilities**
- Working with client HQ in operationalising the incident and problem management plans, taking ownership of every incident or problem report and driving them to closure.
- Maintain accurate and timely incident and problem management reports.
- Acquire new business and/or change requests in client projects assigned to.
- Drive superior customer experience by working with client teams, teammates, and partners to deliver solutions that exceed customers’ expectations.
- Drive and achieve Customer Net Promoter Score of 4.0 and above.
- Contribute to and participate in processes, programs and initiatives that are intended to increase productivity and innovation.
- Establish himself/herself as a “Trusted Advisor” to the customer.
- Collaborate and maintain strong relationships with client stakeholders, decision makers and technology vendor partners as required
**Experience and Personality Ideals**
- 3+ years of experience in IT incident and problem management experience, ideally with ITIL training or certifications.
- Familiar with Microsoft Office productivity tools for documentation and customer presentations.
- Have a passion for customers to be successful.
- Excellent customer problem management and problem-solving skills.
- Strong communication skills and the ability to establish and maintain strong customer relationships through effective interpersonal skills.
- Results oriented, great in collaboration and a self-starter who is highly motivated to support others to succeed
- Good objection handling and negotiating ability.
- Able to multi-task and manage multiple streams of work and opportunities simultaneously.
- Resourceful and able to manage own workload with mínimal supervision.

**Qualifications and Education Requirements**
- Degree or Diploma in Infocomm Technology would be advantageous
- Fluent in English, written and spoken

**Salary**: $54,577.84-$107,612.11 per year

Schedule:

- Monday to Friday