Problem Analyst

2 weeks ago


Johannesburg, South Africa Logicalis Full time

Job Snapshot

**Employee Type**:

- Full-Time

**Location**:
Johannesburg**Job Type**:

- Other

**Experience**:

- Not Specified

**Date Posted**:

- 6/30/2023
- Why choose Logicalis?- It’s not just IT solutions, It’s IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.- Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic
- Participate in post-mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans.
- Analyze problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans.
- Pro-actively identify operational issues and trends.
- Provides appropriate reporting and drive resolution working directly with Service Providers.
- Monitors problem management performance metrics and Key Performance Indicators (KPIs);
- Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
- Creating and updating of Problem Records
- Organising and chairing Problem Investigation and Problem Review Meetings Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
- Single point of contact for all the problems.
- Monitor the problems to ensure that the Service Level agreements are respected.
- To review the problem trends, planning and driving improvement plans. Monitors the effectiveness of error control and makes recommendations for improvements.
- To be proactive in identifying problems, analyze and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.
- Maintains inventory of problems under analysis and their current progress and status
- Follow up issues and progress with problem owners where necessary.
- Communicating all the problems and their impact to all stakeholders.
- Prevents recurrence of issues by identifying root cause and implementing fix.
- Work with all internal technical teams, Service management and external stakeholders like customer and 3rd party’s.
- Drive all problems towards root cause identification and permanent fix.
- Responsible for preparing daily/weekly/monthly Problem Analyze ment reports.
- Responsible for preparing various KPIs.
- Improve service availability and reduce client & customer impact by reducing the number and severity of problems reported to SIAM by a percentage year on year.
- Improve service to customers by minimizing business disruption caused by problems.
- Improve the overall unmitigated end-to-end problem resolution times year on year


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