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Joboffer number #176702

Problem Management Analyst

CV Market client
Vilnius
Job ad expired!

Job Description

The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors
within the IT
Infrastructure (including Software and Applications), and to prevent re-occurrence of Incidents related to these errors. It is achieved by
performing Root
Cause Analysis (RCA) of incidents to identify what errors have occurred and then initiate actions to improve or correct the situation.

  • Analysis of incident data, report preparation based on incident analysis.
  • Working with the Problem Owner to ensure that the process is followed correctly and that the Problem Record is managed to completion
in a timely
manner.
  • Signing off the closure of the Problem Record for severity 1, 2 and High 3 incidents.
  • Reviewing Problem Records to ensure that the resolution was effective.
  • Scheduling and hosting Post Incident Reviews for Major Incidents.
  • Ensure that communications are carried out efficiently and in a timely manner to all stakeholders via reporting.
  • Review, audit and analyse the process continually to ensure proper adherence by all the different and diverse IT groups using it.
  • Monitor the effectiveness of Problem Management and make recommendations for continual improvement of the process.
  • Monitor problem management mailbox and ensure that all queries are answered in a timely manner.
  • Ensuring a correct support team is assigned to a problem ticket for root cause analysis and fix
  • Categorize and prioritize Problem Records.
  • Supporting reporting and follow-up activities to ensure process compliance.


Requirements

We expect you to possess:

  • Understand Problem management process.
  • Knowledge/experience of Service Management (ideally ITIL based).
  • Demonstrate initiative and competence; be confident at organising and chairing meetings.
  • Excellent written and verbal skills.
  • Strong customer service ethic.
  • Self-starter, team builder, adaptable and able to multi-task.
  • Support and encourage positive working behaviours and others during the tasks.
  • Flexible and adaptable to a variety of tasks.

Preferred:
  • Awareness and understanding of IT Infrastructure services and application services used Experience driving continuous service
improvements.
  • ITIL Foundation V2 or V3 desirable.
  • Working knowledge or Service Management tools


Company offers


Darbo skelbimo numeris
#176702
Jūs kandidatuojate į:
Problem Management Analyst
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