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Joboffer number #394539

Major Incident and Problem Management Analyst

CV Market client
Vilnius
Job ad expired!

Job Description

  • The primary objectives are to assist with restoring IT service interruptions as quickly as possible and to minimize the impact of incidents to the business.
  • MIM/PRB - Coordinates resources and action items related to the resolution of Major Incidents and Problem investigations.
  • MIM - Communicate the details of Major Incident status to appropriate parties.
  • PRB – Coordinates and Executes Problem Root Cause Analysis and maintains related Information. (Known Errors, Workarounds)
  • PRB - Maintains Problem record and status information. (Solution Implementation)

Responsibilities:

  • Use the defined Major Incident and Problem Management process’ to coordinate the effort of service restoration and to prevent re-occurrences.
  • Validate an incident impact and priority to qualify the event as a “Major Incident”.
  • Transition of Major Incident information into the Problem Management process.
  • In a call center rotation, serve as the Point of Contact for Major Incident Management.
  • Problem-related tasks will be handled outside of the Major Incident call center rotation.
  • There are times when weekend or after-hours work is required for Major Incident responsibilities.
  • Collaborate with cross functional IT teams and the business regarding the restoration of services.
  • Identify system or process areas where quality is lacking and initiate process improvement
  • Host various meetings with area SME’s to obtain problem resolution.

  • Requirements

    • 3+ years of experience working in an Enterprise IT environment;

    • 5+ years of customer service experience;

    • Experience operating within an ITIL framework;

    • Experience with Data Analysis and reporting.

    • Hands on Experience with IT infrastructure administration a plus (IE: networking, operating systems, server configurations, app hosting etc.);

    • Working Knowledge of Software Development Lifecycle (SDLC) a plus;

    • Associate degree in Computer Science, Information Systems, Business Administration, or related field (or equivalent work experience).


    Company offers

    • Working in a global organization with focus on diversity

    • The possibility to enhance your career

    • A purposeful and exciting environment focusing on providing a healthier future for patients!


    Darbo skelbimo numeris
    #394539
    Jūs kandidatuojate į:
    Major Incident and Problem Management Analyst
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