Problem Management Analyst
4 weeks ago
N TT DATA is seeking a seasoned Problem Management Analyst to join our team. As a key member of our IT operations, you will be responsible for researching the root causes of incidents and developing effective solutions to prevent their recurrence.
Key Responsibilities:
- Routinely monitors logged incidents by category within a specific time frame to identify potential problems.
- 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.
- 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.
- Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.
Knowledge and Attributes:
- 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.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or related field.
- ITIL certification v4
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