Problem Analyst

Total IT Experience: 4-7 years

Location - Mumbai 

Working Hours - UK Shift 

Responsibilities/Duties:- 

• Analysis and reporting of incident data to identify trends, potential problems and root causes ·
• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure ·
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution. ·
• Diagnosis to determine whether new incidents are related to known errors or existing problem records · Facilitating and coordinating technical meetings ·
• Leading and facilitating post mortem investigations into high impact faults. ·
• Managing root cause analysis between technical teams. ·
• Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure. ·
• Production of statistics and reports to demonstrate performance of the Problem Management process

Overall Project/Task description:-

To provide a high quality, proactive support and management service to a large multi-client community as part of a customer focused support team. Working to contracted SLAs and delivering best in class services to our customers. 

The Problem Analyst has responsibility for analysis and reporting of incident data to identify and eliminate causes, Initiating actions to fix, diagnosing to identify related to errors, facilitating and coordinating technical meetings. Statistics and reports demonstrate performance of the Problem Management process. Working within the ITIL process.

Working to contracted SLAs delivering best in class service to the customer. Absorbing and fully understanding Problem Management team processes from UK colleagues and utilizing them to execute daily activities; delivering the highest level of Problem analysis in order to eventually take full ownership of specified problem responsibilities for list of customers.

• Experience in IT Infrastructure Support environment, and ability to co-relate support processes in call/ticket closure activity.
• Proficient in the use of Excel and M365 products. Ability to develop reports from raw data pertaining to calls as per stakeholder requirements, including configuring advanced formulas and creating & manipulating graphs and pivot tables.
• Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Should be Self-driven and resourceful to achieve goals independently as well as work well in groups.
• Can demonstrate a high level of exposure and knowledge of Problem Management workflow:
  • Problem Identification
  • Impact Assessment
  • Classification & Actioning
  • Manage to Closure
  • Apply/Suggest Changes to Process as required
• Demonstrable Root Cause Analysis experience in an IT support environment
• Should mandatorily possess excellent Communication Skills. Both Written and Oral.
• Ability to take organizational Problem processes and guidelines, and practically apply to real-life Problem Management; ability to think independently, taking control where necessary to achieve resolution.
• Ability to diagnose an incident or series of incidents to get to a point of problem identification, followed by subsequent protocol steps.
• Ability to accurately arrive at, and clearly explain, conclusions.

Regards,

Dakshata

NEC SWS

Excellent Communication Skills required.