Description :

Role Summary :

The Problem Analyst is responsible for providing high-quality, proactive Problem Management support within an ITIL-based service environment. The role focuses on analyzing incident data, identifying trends and root causes, and driving corrective actions to prevent service interruptions. The analyst works closely with technical teams and UK stakeholders to deliver best-in-class service while meeting contracted SLAs.

Key Responsibilities :

Problem Management & Analysis :

- Analyze incident data to identify trends, recurring issues, and potential root causes

- Diagnose whether new incidents are related to known errors or existing problem records

- Initiate proactive actions to prevent potential service interruptions

- Lead and coordinate root cause analysis (RCA) activities across technical teams

- Manage problems through their full lifecycle, from identification to closure

- Ensure accurate classification, prioritization, and documentation of problems

Reporting & Metrics :

- Produce detailed statistics and reports highlighting repeat incidents and problem trends

- Develop reports demonstrating the effectiveness and performance of the Problem Management process

- Track and report Problem Management KPIs and SLA adherence

- Create clear, actionable insights for stakeholders using incident and problem data

Incident & Service Improvement :

- Initiate corrective actions for service interruptions caused by infrastructure faults

- Facilitate and lead post-incident and post-mortem reviews for high-impact incidents

- Recommend and contribute to process improvements within the Problem Management framework

- Apply organizational Problem Management guidelines to real-world operational scenarios

Collaboration & Communication :

- Facilitate and coordinate technical review meetings with cross-functional teams

- Work closely with UK-based colleagues to absorb and apply established Problem Management processes

- Communicate risks, findings, conclusions, and corrective actions clearly to stakeholders

- Take ownership of assigned problem records and customer responsibilities

Essential Skills & Experience :

- Experience in an IT Infrastructure Support or Service Management environment

- Strong understanding and hands-on experience with ITIL Problem Management workflows, including :

a. Problem Identification

b. Impact Assessment

c. Classification & Actioning

d. Root Cause Analysis

e. Manage-to-Closure

- Proven Root Cause Analysis (RCA) experience in an IT support environment

- Ability to correlate incidents, tickets, and support processes to identify underlying problems

- Strong analytical and diagnostic skills

Reporting & Tool Skills :

- Proficient in Microsoft Excel and M365 tools

- Strong ability to build reports from raw incident data

- Hands-on experience with :

a. Advanced Excel formulas

b. Pivot tables

c. Charts and graphs

- Ability to tailor reports to stakeholder and customer requirements