服务技术经理，技术运营 - 技术服务管理
Manager-Service Technology.Technology Operations - Technology Service Managemen
负责所分配问题的全流程管理，从识别和优先级排序到根本原因分析、已知错误文档、永久性解决和关闭。该职位协调技术及业务相关方，挑战根本原因分析的质量，跟踪纠正和预防措施并确保在既定时间范围内完成，验证实施的解决方案是否降低重复发生和服务风险。同时维护准确、可审计的问题管理记录，并向问题管理主管提供关于趋势、风险和改进机会的清晰洞察。
关键成果领域
- 在指定的技术领域内，识别并记录由重复性、高影响或趋势性事件引发的问题。
- 从开始到结束负责所分配的问题记录，确保分类、优先级、证据、状态和相关方更新准确无误。
- 计划并组织与相关技术、运营、业务和供应商团队的根因分析会议。
- 审查并质疑根因分析提交内容，确保根本原因有证据支持，并与症状或促成因素区分开。
- 制定、分配并跟踪纠正和预防措施，对逾期事项、依赖关系和执行风险进行升级处理。
- 维护已知错误、临时解决方案和KEDB文章，使运维团队能够更快恢复服务并防止重复事件。
- 通过变更和发布管理协调永久性修复，并验证实施后的效果。
- 进行主动的趋势分析，识别新兴风险、薄弱控制点以及服务改进计划的候选项目。
- 准备关于问题老化、根因分析合规性、措施关闭、重复发生和实现的服务改进的准确报告。
- 按照问题管理标准和控制要求，保持完整、可追溯且可审计的记录。
最初发布于喜马拉雅山
查看英文原文
To manage the end-to-end lifecycle of assigned problems, from identification and prioritization through root cause analysis, known-error documentation, permanent resolution, and closure. The role coordinates technical and business stakeholders, challenges RCA quality, tracks corrective and preventive actions to agreed timelines, and verifies that implemented solutions reduce recurrence and service risk. It also maintains accurate, audit-ready Problem Management records and provides clear insight on trends, risks, and improvement opportunities to the Head of Problem Management.
Key Result Areas
- Identify and log problems arising from recurring, high-impact, or trend-based incidents within assigned technology domains.
- Own assigned problem records from initiation to closure, ensuring accurate categorization, prioritization, evidence, status, and stakeholder updates.
- Plan and facilitate RCA sessions with relevant technical, operations, business, and vendor teams.
- Review and challenge RCA submissions to ensure the root cause is evidence-based and distinct from symptoms or contributing factors.
- Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks.
- Maintain known errors, workarounds, and KEDB articles so that operational teams can restore service faster and prevent repeat incidents.
- Coordinate permanent fixes through Change and Release Management and verify post-implementation effectiveness.
- Perform proactive trend analysis to identify emerging risks, weak controls, and candidates for Service Improvement Plans.
- Prepare accurate reports on problem ageing, RCA compliance, action closure, recurrence, and realized service improvements.
- Maintain complete, traceable, and audit-ready records in accordance with Problem Management standards and controls.
Originally posted on Himalayas