Problem Management Expert
1 week ago
Estimated Salary: $80,000 - $120,000 per year
Job Description:
About This RoleWe are seeking an experienced Problem Management Analyst Senior to join our team at Jobs for Humanity. As a Problem Management Expert, you will play a crucial role in providing 24x7 support and management of Problems, ensuring that Problem Management meets its goals and SLA/OLAs for our clients.
Key Responsibilities
Manage all Problem Investigations and Known Errors effectively through the Problem Management lifecycle and document accurately in the Service Management Toolset.
Arrange and hold Problem reviews to discuss and progress complex and/or stalled problem investigations.
Ensure that Problem records are classified, prioritized, and assigned correctly, and details of incident symptoms and workarounds have been captured.
Carry out regular Incident/Problem task reviews with owners to ensure that all Incident/Problem Mitigation tasks are being delivered to agreed timescales.
Perform trend analysis of incident data to proactively identify underlying problems leading to common and/or repeat incidents.
Contribute to the introduction and ongoing review of all Problem Management procedures, documentation, and statistical reporting.
Requirements
Minimum 5+ years of considerable knowledge of Problem management principles, procedures, and techniques.
Knowledge of Problem Management techniques such as 5 WHY, Ishikawa, Cause-effect, Apollo Root Cause Analysis etc.
Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL.
Ability to organize tasks and priorities effectively and under minimal supervision.
Proven ability to function in an environment requiring flexibility, good judgment, and sound decision-making often based on limited information and/or under extreme conditions.
What We Offer
An exciting opportunity to be part of a world-leading FinTech Product MNC.
A range of benefits designed to help support your lifestyle and wellbeing.
A multi-faceted job with a broad spectrum of responsibilities.
A modern international work environment and a dedicated and innovative team.
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