Lead Problem Management Analyst

Ref#: 15478

Function: Cloud Services

Location: India, Bangalore

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OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 


The Opportunity:

Position Title:

Lead Problem Management Analyst

Reports to:

Scott Wiliams

Location:

Bangalore, India

Org/Department:

Pole:

POSITION SUMMARY

(A brief description summarizing the overall purpose and scope of the position)

The Lead Problem Management Analyst is a member of the Problem Management Team. The Successful candidate will provide oversight for or conduct *after action reviews- and lead the investigation into *root cause- of incidents and problems. The candidate will monitor organizational activities to support problem diagnosis and resolution, and conduct detailed analysis of system information and performance data to identify potential issues in a proactive manner. The Lead Problem Management Analyst will use various data tools and methodologies including but not limited to spreadsheets, data queries, charts and graphs, pareto and other analysis methodologies (Ishikawa, 5-whys, etc), as well as advanced group troubleshooting and diagnostic techniques.

MAIN RESPONSIBILITIES

  • Conducts and facilitates the Root Cause Analysis(RCA) of a problem.

  • Conducts regular *incident and problem review- meetings with all parties involved to document actions taken to remediate the problem and actions needed.

  • Investigates problem and related data, provides analysis and presents findings to internal teams.

  • Reviews solution options and/or temporary solutions with subject matter experts and problem owner(s).

  • Approves the results of root cause analysis (RCA) and related problem investigation activities. This includes the documented root cause (or the decision that such could not be found) and the documented workaround and/or solution.

  • Assigns problem investigation activities to work groups and individuals to ensure workload balancing to meet service level commitments.

  • Communicates progress of problems to relevant parties.

  • Consults for incident solution identification.

  • Consults for the definition and assessment of service levels.

  • Examines work queues for problems in jeopardy of missing service agreements.

  • Stays informed of activities to restore to normal operations.

  • Stays informed of IT asset discrepancies and if further investigation is required.

  • Reviews all "on-hold" problems and known errors.

  • Reviews progress and results with client and (senior) management.

  • Supports determination of problem priority and service levels for problems.

  • Supports proper assignment of problem, determination of remedial actions and the implementation of corrective actions.

  • Applies Information Technology Infrastructure Library (ITIL) framework knowledge.

  • Coordinates and facilitates problem resolution by engaging a variety of support teams.

  • Escalates issues for resolution, to avoid reoccurrence or close problem.

  • Assists with the identification of the resources to which the problem should be escalated and conveys appropriate urgency and importance to identified resouces.

  • Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.

  • Consults with other resources for regular review of service level agreement (SLA) performance data,

RELATIONSHIP WITH OTHER JOBS/ORGANIZATIONS:

  • This role interacts and coordinates complex meetings and reviews with both technical and business teams.

  • Receives daily direction from the Problem Management Process Manager and Team Lead within the Service Operations organization.

  • Coordinates directly with Incident, Change, Release and other process role managers and staff as part of the problem resolution critical path.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

[Identify specific critical knowledge, skills, education and experience required)

Knowledge:

  • Strong English verbal and written skills

  • Strong Project Management skills

  • Strong group presentation and meeting leadership skills


Education and Experience:

  • Bachelor’s degree in IT field, and/or equivalent work experience.



You are great at:

Industry Experience:

  • 5+ years in IT/technology with Software or Infrastructure or Operations experience.

  • Previous Problem / Incident Management experience required

  • Prior history operating in a global company (with operations in EMEA, AP, LA and the US)


CERTIFICATIONS

(Indicate Certification, training or specialized degree, if required for the position).

Certification, training, or specialized degree required: ? Yes ? No If Yes, please specify: ?     ?

- ITIL Foundation V2 or 3 Certified

What it takes:


At OpenText we understand and value diversity in our employees are proud to be an Equal Opportunity Employer

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