Problem Management Specialist

2 months ago

Johannesburg, Gauteng, South Africa NTT Full time

About the Role

The Problem Management Analyst is a seasoned subject matter expert responsible for researching the root causes of incidents. This role engages in proactive problem management by analyzing trends or historical data of incidents and services.

Key Responsibilities:

  • Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will add the greatest value for the client.
  • Accountable for managing the lifecycle of all problems.
  • Routinely monitors logged incidents by category within a specific time frame to identify potential problems.
  • Responsible for facilitating the identification of root cause for major problems.
  • Ensures the prevention of incidents and be responsible for minimizing the impact of unavoidable incidents.
  • Works with incident management colleagues to ensure that temporary solutions (workarounds) are available.
  • Performs trend analysis of important services or historical incidents and maintains a Known Error Database containing all problems and workarounds.
  • Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.
  • Determines if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.
  • Records the problem description, priority, and severity and assign the associated configuration items to the problem record ensuring that links to the incident are made to the problem record.
  • Classifies and assigns problems for resolution by determining the resource requirements and liaising with either internal or external resources (service provider) to ensure resolution of the problem.
  • Performs any other related task as required.

Requirements:

  • Seasoned understanding of the business needs and expectations.
  • Understanding of the basics of the technical aspects of problems.
  • Able to identify the subject matter experts in each area of the business.
  • Seasoned critical-thinking and root-cause-analysis abilities.
  • Seasoned problem-solving skills with the ability to analyze statistical data.
  • Ability to foster deep collaboration with incident and change management functions and working relationships with a variety of internal and external stakeholders.
  • Seasoned knowledge of ITIL skills.
  • Excellent verbal and written communication skills; including the ability to proficiently facilitate meetings and conduct briefings.
  • Seasoned understanding of ITSM toolsets to support and facilitate problem management.

Qualifications:

  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL certification v4

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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