Technical Problem Resolution Specialist

2 weeks ago


Johannesburg, Gauteng, South Africa NTT Full time

About NTT DATA

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NTT DATA is a trusted global leader in business and technology services, serving 75% of the Fortune Global 100. We're committed to helping clients innovate, optimize and transform for long-term success.

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Job Overview

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The Technical Problem Resolution Specialist plays a critical role in researching the root causes of incidents, analyzing trends or historical data of incidents and services, and proactively managing problems to prevent their recurrence.

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Key Responsibilities:

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  • Responsible for analyzing incident trends, identifying repeat incidents, and determining where problem-solving efforts will add the greatest value for clients.">
  • 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 minimizes the impact of unavoidable incidents.">
  • Works with incident management colleagues to ensure 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 prevent incident recurrence.">
  • Determines if problems escalated from the incident management process are valid based on predefined rules and closes the problem or refers it to the knowledge management process.">
  • Records the problem description, priority, and severity and assigns associated configuration items to the problem record, ensuring links to the incident are made to the problem record.">
  • Classifies and assigns problems for resolution by determining resource requirements and liaising with internal or external resources (service providers) to ensure problem resolution.">
  • Performs any other related task as required.">
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Required Skills and Qualifications:

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The ideal candidate will possess a seasoned understanding of business needs and expectations, technical knowledge, and excellent verbal and written communication skills. A Bachelor's degree or equivalent in Information Technology or a related field is required, along with ITIL certification v4.

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Benefits:

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NTT DATA offers a competitive salary, estimated to be around $90,000 per annum, depending on experience and location. Additionally, employees enjoy hybrid working arrangements, allowing them to balance remote and office work. As an equal opportunity employer, NTT DATA values diversity and inclusion, providing a workplace that fosters growth, belonging, and thriving.

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About the Location

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This role is located in a hybrid working environment, allowing employees to balance remote and office work. The company is headquartered in Tokyo, Japan, but this role can be performed remotely, making it an excellent opportunity for those seeking flexibility and work-life balance.

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Language: English



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