Problem Management Analyst

at  NTT Data

MAKE AN IMPACT WITH NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

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.
• Seasoned understanding of ITSM toolsets to support and facilitate problem management.

ACADEMIC QUALIFICATIONS AND CERTIFICATIONS:

• Bachelor’s degree or equivalent in Information Technology or related field.
• ITIL certification v4
  Workplace type:
  Hybrid Working

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.
• Determines if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.
• 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.
• Performs any other related task as required.