Problem Management Analyst

4 weeks ago


Johannesburg, Gauteng, South Africa NTT DATA Full time
Job Overview
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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