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Incident and Problem Management Analyst

Keywords / Skills : Incident and Problem Management Analyst

Posted: 2018-06-14

Other Information Technology
Posted On
14th Jun 2018
Job Ref code
Job Description

Incident & Problem Manager

Job Purpose
  1. To ensure Incident Management processes are being adhered across enterprise.
  2. To ensure quick and accurate notification and escalation to support and management to seek right level of attention is given.
  3. Working with various departments subject matter experts to drive incident resolution quick recovery in all escalated incidents.
  4. Incident trend analysis to discovery potential thematic issues and work with departments subject matter experts to proactively mitigate any potential issues.

Key Accountabilities
  1. Ensure timely escalation and notification to support and management in the event of an incident.
  2. Proactively involved in the incident to drive involved parties to resolve the incident in a timely manner.
  3. Establish the root cause of a problem and its sequence resolution.
  4. Prevent reoccurrence of incident and problem.
  5. Proactively identify problem through incident and problem trending analysis and drive enterprise to work on areas of concerns.
  6. Assist in workaround identification and resolution of major incident if needed.
  7. Continuous improvement effort through process monitoring, automation and optimizing effort spent on various stage in the Incident and Problem management process.

Job Duties & responsibilities
  1. Following defined incident and problem process and escalation when needed, as defined in the escalation matrix.
  2. Notifying the participants in the Incident and Problem Management process when standards and procedures are not being followed
  3. Rerouting misdirected incidents and problems that have not been handled in a timely manner.
  4. Escalating issues in a timely and appropriate fashion
  5. Identifying incidents and problems which need special attention or escalation
  6. Identifying exceptions and deviations, as well as management of these situations
  7. Notifying the participants in the process when standards and procedures are not being followed
  8. Facilitating the resolution of issues with items not complying with the process
  9. Overseeing creation and availability of process reports and analyzing reports
  10. Overseeing completeness and integrity of information collected to conduct daily operations
  11. Establishing measurements and targets to improve process effectiveness and efficiency
  12. Acting as an escalation focal point for all roles involved in the process
  13. Card and key issuance management for secure room.

About Company

NTT DATA Singapore Pte Ltd
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