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Technical Problem Solver
1 month ago
As a Technical Problem Solver at TaskUs, you will play a key role in the IT service management process, focusing on identifying, analyzing, and resolving underlying issues that cause incidents.
Responsibilities include:
- The quality and integrity of the Problem Management process that interfaces to other process coordinators
- Diagnosing root causes of chronic or undetermined incidents using the 5 Whys methodology
- Determining resolutions (permanent fixes)
- Ensuring resolutions are implemented through appropriate control procedures (Change Management)
- Maintaining information of problems and appropriate workarounds and resolutions
- Maintaining the Known Error Database
- Coordinating day-to-day execution of Problem Management
- Working with various support staff to ensure resolution and closure of tickets
- Chairing the Problem review meetings
- Following defined escalation paths when needed, as defined in the escalation policy
- Notifying participants in the Problem Management process when standards and procedures are not being followed
- Performing day-to-day process administration