Problem Analyst, Application, Capacity and Performance Monitoring

GENERAL JOB INFORMATION

Job Title:                                     Problem Analyst, Application, Capacity and Performance Monitoring
Organization/Department:         Group Technology Operations
Head of Unit/Department:         CIO, Technology Operations
Salary Grade/ Band:                    3B
Reports To:                                  1. Problem Manager
                                                    2. Head Application, Capacity and Performance Monitoring
 

JOB PURPOSE

The IT Problem Analyst is responsible for managing the ITSM Problem Management processes based on ITIL best practices. The Analyst is a practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management and service level management.

For major Problem(s), the IT Problem Analyst serves as a focal point of contact for identifying, communicating, and following up on issues for incident resolution and to avoid adverse impact. For Problems, Problem Analyst serves as a focal point of contact ensuring that problems have a root cause identified while monitoring success of the plan to permanently remediate the problem.

KEY RESPONSIBILITIES

The IT Problem Analyst ensures that standardized methods and procedures are used for efficient and prompt handling of all major problems to minimize the impact of service quality and consequently identifies opportunities to improve the day-to-day operations of the organization and stability of its systems.

Relationship with other roles include:

    Builds and maintains strong relationships with members of the Technology Operations (Tech Ops) team and other business unit contacts.
    Relationship with Change and Release Management – To ensure that Problem fixes follow the change process in order to minimize service disruptions during changes. 
    Relationship with Service Level Management – To establish and ensure Problem are resolved within defined SLAs.
    Must have good working relationship with the support to ensure timely updates are provided to Stakeholders.  
    Interact with the Command Centre for the monitoring of services and other teams for housekeeping activities.
    Review of delay checklists, to determine areas that are missed and/or could be added
    Highlights areas of concern after reviewing the housekeeping dashboard

KEY PERFORMANCE INDICATORS

    Coordinates and manages Problem Management process activities across the enterprise to agreed SLAs.
    Ensure Problem Management IT Information Library (ITIL) processes are optimally designed, executed and managed across the service life cycle. 
    Commit to continuous process improvement of Problem Management 
    Analyse data in the ticketing system periodically and identify possible chronic incidents that should be considered for problem management.
    Notifies the participants in the Problem Management process when standards and process are not being followed.
    Acts as an escalation point to expedite problem resolution.
    Provide reporting of metrics for Problem Management process, showing areas of accomplishment, opportunities for continual improvement.
    Communicate the status of existing problem records at the weekly problem management forum
    Builds awareness of a Major incident and Problem Management Process across engaged parties and acts as a Process Expert.
    Contribute expertise and solutions to problem resolution where need be.
    Develops and maintains Evidence Based RCA
    Assist and deputize for other members for the APM team.
    Ensures the problem records are fully updated and Timeline reports are created immediately after resolutions.
    Develops and maintain a known error DB
    Participate in the problem management process to get to root cause of technology problems and to improve availability of systems
    Assist and deputize for Problem Manager.
    Lead Problem Management activities directly for specific situations as appropriate
    Motivate, share ideas and provide support for Technology staff
 

EDUCATION & EXPERIENCE 

    A bachelor's degree (preferably in any area of IT)
    At least 2 years’ experience in a Service Management Role / Technology.
    Basic understanding of the banking industry and terminology. 
    Must have at least ITIL v3 Foundation and IT Service Operations certification (other ITIL Intermediate Certification will be a plus)
    Must have related work experience in ITIL Service Management with the ability to apply ITIL best practices in a large IT multinational organization
    Strong analytical and problem-solving skills.
    Strong organizational and follow-up skills and deliver results on deadline.
    Excellent communication, collaboration, and relationship building skills.
    Knowledge of business operations and ability to effectively assess impact of incidents.
    Strong communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
    Ability to interact with and influence groups varying at all levels within the organization.
    Ability to analyze and report on data to identify issues, trends, and/or process improvements.
    A good understanding of the organization’s IT infrastructure, services provided and customers
    Must be customer focused and have a passion for service quality