Senior Analyst - Problem Management Job in Microland Limited

Job Description

Required Skill
Process - Root Cause Analysis|Five Whys Method
Process - Root Cause Analysis|Fishbone Diagramming
Process - IT Technical Documentation|Standard Operating Procedures
Behavioral - Aptitude|Data Related Skills
Technology - IT Service Management|Setting SLAs
Technology - IT Technical Support Activities|Second Line Support
Behavioral - Microland Skills|Customer Centricity
Details
Will be responsible to own the process and the supporting documentation for the process.This includes accountability for setting policies and providing direction for the development, design and integration of the process as it applies to other applicable frameworks and related ITSM processes being used and / or adopted in the organization.The Process Owner will be accountable for the overall health and success of the Problem Management Process
1) Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
2) Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed 3) resolution plans;
4) Strong exposure to Service Now with a clear understanding of how tools should be used to support problem management process activities.
5) Pro-actively identify operational issues and trends;
6) Provides appropriate reporting and drive resolution working directly with Service Providers;
7) Monitors problem management performance metrics and Key Performance Indicators (KPIs);
8) Creating and updating of Problem Records
9) Organising and chairing Problem Investigation and Problem Review Meetings
10) Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)