IT Problem Management Specialist
1 month ago
About the Role
NTT DATA is seeking a seasoned IT Problem Management Specialist to join our team. As a seasoned subject matter expert, you will be responsible for researching the root causes of incidents and 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.
- 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.
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.
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