Problem Management Analyst

Member Technical Staff

Job Title: Problem Management Analyst

Organization Name: NEC Corporation of India Ltd.

Reporting Relationship:  Lead Analyst

 

Role Summary: We are looking for a candidate who has experience in L1/L2 process and willing to work 24/7

 

Responsibilities:

• Identify, classify, and prioritize incidents according to their impact on business operations
• Investigate and diagnose the root cause of incidents
• Develop and implement solutions to resolve incidents
• Perform and facilitate detailed RCAs for major incidents and recurring problems to identify underlying causes, ensuring effective resolution and prevention.
• Ensure root cause analysis is performed and permanent solutions are implemented
• Collaborate with cross-functional teams, including incident management and technical experts, to implement permanent solutions for identified problems.
• Document all incidents and resolution procedures
• Identify trends and root causes of incidents
• Develop and implement preventative measures to reduce the occurrence of incidents
• Maintain and update incident management documentation
• Train staff on incident management procedures
• Escalate incidents to senior management as needed
• Support an organizational culture that provides for high performance, high morale, integrity and teamwork

Prerequisites:

• Bachelor's degree
• Minimum of 3 years of experience in incident management
• Proven ability to troubleshoot and resolve IT problems
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Experience with ITIL or other incident management frameworks preferred

Base Location: Bangalore, but flexible to travel.

Specialization Description

Responsible for major IT systems incident management from initiation until an acceptable work-around is in place or resolved. Coordinate appropriate resources to resolve critical incidents in accordance with service level agreements and operational level agreements. Own all communication during a major system outage, ensuring IT management and the businesses are kept updated until the incident is resolved. Coordinate, manage and keep chronology of events during incident management conference calls. Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends; driving down repeat, service impacting failures.

Level Description

Typically leads a team of professional level or associate professional staff (typically developing or experienced level) in an organization unit (e.g. department/division). Setting the day-to-day operational objectives for the team. Applies a broad knowledge within a given job area facing typically difficult but not complex problems. Explains facts, policies and procedures to direct reports, customers and stakeholders, ensuring they are understood and followed. May have the resolve conflicts with external parties at times.

Experience Level

Senior Level