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IT Analyst, Problem Management

2.00 to 4.00 Years   Pune   09 Jul, 2020
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryLogistics / Courier / Transportation
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Overall Purpose of the role :To manage record and manage problems through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with service owners to ensure workaround and solution suitability. Assist with Major Incidents by providing root cause analysis of the underpinning infrastructure, to find workarounds or resolutions to restore service. Perform pro-active analysis of technical data to identify underlying problems, which have yet to be identified. To lead by example, providing thought leadership in continual service improvement to process, support & technology To manage and continuously improve the problem management processes To manage behaviours, supporting and promoting Maersk culture and valuesProblem Management : Work with Major Incident Management, Incident Management, Event Management, Availability, CSI, Capacity Management and Technical functions as required in the execution of problem management Manage and take ownership of problems to ensure these are logged, categorised, analysed and resolved as required and to the agreed process Act as an escalation point for problems requiring management assistance to progress Act as chair where required for Problem Management forums and meetings Manage Suppliers in relation to Problem Management Ensure all participants in the problem management process do so effectively and to the sufficient level of quality and depth Drive Data Quality ensuring the full Problem lifecycle is closed out correctly and to the right level of detail Ensure KEDB and Know Error articles are created, maintained and retired as appropriate to the problem lifecycle Ensure KEDB utilisation is managed and highly utilised by working with Incident and Major Incident teams to track effectiveness in reduction of disruption through documented workarounds Manage the interface between Problem Management and CSI to ensure the correct actions are being provided to CSI for CSIP inclusionCommunication: Build and maintain good relationships with stakeholders Maintain regular communications from the problem management function out to the organisation through regular meetings and updates Ensure central intranet/sharepoint sites for Problem Management are kept up to date with appropriate content and provide clear reporting and dashboards on performanceReporting : Working with the ITSOE Reporting function ensure that problem management reports are accurate, on time and provide the correct level of information for the specified audience Work with ITSOE reporting to improve and optimise reporting for the problem management function Maintain/Establish regular reporting to senior management and executives reporting on performance, pain points and actions Identify trends that indicate problem areas and utilise reporting to drive actions to remediate issues or mitigate risksSupplier Management : Manage activities expected of 3rd Parties acting on Maersk s behalf regarding problem management on a day to day basis Ensure 3rd parties are delivering a full, efficient service to Maersk and that the services are providing valueShow More We are looking forInterpersonal skills: Excellent analysis skills E.g. Kepner Tregoe, Ishikawa, Pareto analysis Self-motivated Process focussed, minimum ITIL foundation Flexibility to adapt to change in a dynamic environment Work collaboratively with the company s other IT infrastructure teams Resilient team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision Excellent Written and Verbal communication skills with people at all levels across the organisation Strong process oriented approach to work and excellent attention to detail Ability to prioritize tasks well Demonstrate a business focused mind set, with strong emphasis on teamwork and efficiencyTechnical skills:Candidates should have a variety of skills in more than one of the following areas: ITSM Process design and implementation Previous technical infrastructure and networking experience Previous software development experience Understanding of a range of Storage Technologies Knowledge of data Storage for physical and VM servers Understanding of Database use relating to the access, use, integrity, security and storage information Knowledge of Service Management Toolsets including Service NOW Knowledge of methodologies such as Lean Six Sigma, COBIT, Prince 2 Strong Excel and Powerpoint skills ,

Keyskills :
root cause analysismajor incident managementdata qualityit managementprocess designevent managementit infrastructuresenior managementit transformationservice operations

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