About the role
The IT Problem Analyst supports the IT Problem Manager in executing the end-to-end Problem Management lifecycle. This role focuses on detailed analysis, documentation, and coordination to prevent incident recurrence and improve service stability.
BankingOnsite
Key Responsibilities
- Assist in the Problem Management lifecycle: detection, logging, categorization, prioritization, RCA documentation, workaround updates, known error recording, and closure.
- Perform proactive analysis: identify recurring issues through trend, pattern, and correlation analysis across incident, change, and monitoring data.
- Support RCA sessions: participate in root cause investigations (e.g., 5 Whys, fishbone diagrams); document findings and ensure remediation actions are tracked.
- Workaround management: update and validate workarounds in KEDB; ensure they are communicated to Service Desk and Technology Command Centre for rapid incident resolution.
- Coordinate remediation plans: liaise with technical teams and Change Management to ensure fixes are risk-assessed and scheduled appropriately.
- Maintain accurate and actionable KEDB entries, including symptoms, impacted services, root causes, workarounds, and permanent fix status.
Requirements
- Bachelor's degree in Computer Science, Information Systems, or related field.
- At least 5 years in IT Operations or Service Management; exposure to Problem Management preferred.
- Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage.
- Strong analytical, documentation, and communication skills.
- Ability to work collaboratively across teams and manage multiple priorities.