Senior Problem Analyst

1 week ago

Sandton, South Africa Deka Minas (Pty) Ltd Full time

**Responsibilities**:

- Conduct trend analysis of data, both systematically and manually to determine common occurrences and recurring issues to feed into the Problem Management processes.
- Perform impact assessments to determine priority of a problem relative to other problems and business activities.
- Determine the absolute cause of the problem by various means, including, but not limited to recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders.
- Provide recommendations for improvement to services or processes with the purpose of increased availability, improved service levels, reduced costs, and improved customer satisfaction by reducing the number of operational problems.
- Identify interim and long-term solutions, considering cost effectiveness and ease of implementation.
- Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution.
- Document and present the Problem Reports related to identified problems. Provide assessments of risks, impacts, severity, possible alternative solutions, status of investigation and recommendations.
- Produce project management reports per team (monthly) giving an area-specific analysis of all problems.
- Review records produced by Junior team members and provide recommendations for improvement and enhance processes where applicable.
- Participate in various cross-functional forums and lead work streams to contribute to the improvement and implementation of policies, frameworks and standards.
- Client and Executive reporting.
- Clear, concise and timely communication with emphasis on expressing technical issues in a non-technical manner to clients and executives.
- Conduct research to establish more efficient ways of performing day to day activities using new technologies or frameworks and identify opportunities for automation.
- Produce and present regular reports on availability, capacity and service performance. o Ensure remedial action are taken to rectify identified issues or escalated incidents are attend to. o Participate in the ongoing enhancement of Problem Management policies and processes o Maintenance of the Known Error Database
- Participate in the evolution and maintenance of the CMDB whilst leveraging insights to drive Problem Management objectives
- Participation and facilitation of Incident Post-mortems

**Personal Attributes and Skills**:

- Statistical analysis and reporting
- Problem solving
- Root Cause Analysis
- Business writing (reports) and presentation
- Tenacity
- Stress Management
- Persuasion
- Coaching
- Client orientation

**Education and Experience**:
**Education**:

- Relevant Tertiary qualification (IT or Engineering)
- ITIL

**Knowledge and Experience**:

- 3 or more years’ experience in problem management
- ITSM Tools (ServiceNow experience preferred)
- APM and Infrastructure Monitoring Tools (DynaTrace experience preferred)
- AWS CloudWatch (beneficial)
- Please note that by submitting your personal information to Deka Minas you free-willingly issue the business consent to make use of such data for the specific purpose of securing you either permanent or temporary employment. Our business makes use of a POPIA compliant database and you have the right to access, right to correction and right to deletion of your personal information_

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