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IT Problem Management Specialist
2 months ago
Work with the brightest minds at one of the largest financial institutions in the world. This is long-term contract opportunity that includes a competitive benefit package Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.
Contract Duration: 12 Months
Required Skills & Experience 2+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work or consulting experience, training, military experience, education.
What You Will Be Doing Play a critical role in identifying, analyzing, and resolving recurring incidents within the IT environment. This role focuses on minimizing customer impact and reducing the volume of support requests by addressing the root causes of incidents and preventing their recurrence. Collaborates with product owners, support partners, and other key stakeholders to drive efficient problem resolution and ensure continuous improvement in service delivery. Incident Analysis: Analyze incident records to identify patterns, trends, and root causes of recurring issues Conduct detailed investigations of major incidents to identify underlying problems and areas for improvement. Problem Resolution: Work closely with product owners and support partners to develop and implement solutions to recurring problems. Coordinate with various IT teams to ensure that permanent fixes are implemented and verified. Collaboration and Communication: Facilitate meetings with product owners, support partners, and other stakeholders to discuss problem management activities and progress. Communicate effectively with IT teams and stakeholders to ensure alignment and understanding of problem management processes and goals. Documentation and Reporting: Maintain detailed records of problem investigations, resolutions, and known errors Generate regular reports on problem management activities, including metrics on incident reduction, root cause analysis, and problem resolution times. Continuous Improvement: Identify opportunities to improve the problem management process, tools, and methodologies. Develop and implement strategies to proactively identify and address potential problems before they impact customers Customer Impact Reduction: Focus on minimizing customer impact by reducing the frequency and severity of incidents. Work towards reducing the volume of calls and chats by addressing the root causes of incidents. Knowledge Management: Contribute to the creation and maintenance of knowledge base articles to support the IT service desk and end user. Share lessons learned from problem management activities with the broader IT team.
