GTIS - ITSM - Problem Management - Manager

GTIS - ITSM - Problem Management - Manager

2-3 years
Not Specified

Job Description

The Problem Analyst should be a self-motivated individual with a good understanding of complex technical environments and the technologies used, excellent trend analysis and analytical skills, problem solving and team building skills with the tenacity to own and drive programmes of work to resolution.
The Problem Analyst will be responsible management of Problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures
Key Responsibilities *
The range of activities and tasks to be undertaken by an ITIL Problem Analyst includes:
  • Perform root cause analysis (RCA) on IT infrastructure, applications, database, network using proven problem analysis methodology.
  • Facilitating and coordinating technical meetings.
  • Managing root cause analysis between technical teams.
  • Analysis and reporting of incident trend data to identify and elimiate root causes.
  • Initiating actions to fix potential interruptions to servcie identified during proactive and trending analysis.
  • Update the Problem Record on a continual basis
  • Validate new workarounds and convert them to temporary solutions / Known Errors
  • Plan and research possible permanent corrective actions
  • Recommend permanent solution(s)

(Basic Degree/Diploma etc)
  • Bachelor's Degree or Professional Qualification in Computer Science/ Information Technology

Professional Qualification and/or Regulatory, Licensing requirements
  • ITIL Foundation Certificate

Relevant Work Experience
  • Desired minimum 2 years of experience in IT industries or Banking/financial institutions.

Required Competencies and Skills *
(Essential to succeed in this job)
Technical/Functional skills
  • Minimum Technical Requirement - Proficient in MS Office.
  • Min 2-3 years in Incident, Problem Management or IT maintenance and support experience
  • Proficiency in the following disciplines is a plus: Any IT application / database / infrastructure / security background.
  • Good Knowledge of banking and product services.

Personal skills (Soft Competencies [Core/Leadership])
  • Good analytical skills
  • Strong individual with the ability to communicate and negotiate at all levels.
  • Very good understanding and awareness of the ITIL Problem management process and procedures.
  • Decision maker
  • Good interpersonal, communciation and presentation skills.

Job Details


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