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**:

- 7/10/2023
- 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

**Role Purpose**
- The SIAM function Analyse uses multiple service suppliers by integrating them, so they can collaborate to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.
- Problem management under the SIAM function is the process responsible for identifying and removing systemic issues within the IT environment impacting service availability and for managing the lifecycle of all problems.
- The objectives of the Problem management process are to:
- Prevent problems and resulting incidents from happening
- Eliminate recurring incidents
- Minimize the impact of incidents that cannot be prevented

**Role Responsibilities**
- 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

**Experience**
- Proven working experience (minimum 6 years) in Incident / Problem Analyse r Role.
- Detailed knowledge of the ITIL Incident and Problem Management processes
- Good understanding of Change, Configuration and Availability processes
- Experience in managing small team of 3-5 people at least.
- The ability to work and team effectively with clients and other management personnel.
- Analyse rial competence
- Proven experience in working in, and basic management of, diverse and geographically dispersed teams.
- Proven experience working in an Operational environment.

**Qualifications**:

- Grade 12
- ITIL Intermediate qualification
- Strong Excel Skills,
- 2 years’ experience in a similar role,
- Technical qualifications would be beneficial,

**Additional Skills**:

- Good understanding of IT infrastructure
- Self-motivated with the ability to work unsupervised.
- Attention to detail
- Punctuality
- Excellent verbal and written communication skills
- Strong problem solving skills
- Poss

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