Apex Group Looking for IT Problem Analyst at Mumbai, Maharashtra Full Time

Description

IT Problem analyst

Apex Fund Services is a rapidly expanding global Fund Services Company with almost 5000 employees based in 50 different locations world-wide. Apex uses a private cloud computing model with most IT services outsourced to a number of vendors.

As a Problem Analyst in Apex you will need to utilize your proven analytical and troubleshooting skills to break down complex problems across the entire IT infrastructure in order to fix root causes.

Working within the vendors you will be a key contributor to enable us to meet our internally defined availability targets for all the services part of our cutting-edge technology stack.

You will have two key focus areas. Firstly, driving out problems reactively to stabilize the managed infrastructure. Secondly you will look to the future to analyse incident trends and patterns to enact processes to avoid the majority of incidents occurring in the first place

Key duties and responsibilities

The problem analyst role is critical for the stabilization of the company’s infrastructure and services

The problem analyst will drive resolution of issues that impact the availability and stability of the services in the environment

Monitors Incidents and Problem records to identify impacted system and application outages that require follow-up analysis

Extracts data from a variety of sources, providing analysis and trending

Manages active problems ensuring they are kept up to date with clear concise information

Secures and assigns required resources to perform problem management activities

Owns and coordinates actions of assigned problems

Engages with appropriate technical and business teams within the organization to assist in the resolution of problem records

Involves yourself in the RCA for some of the problems

Liaises with key stakeholders to keep them informed of progress

Chairs problem management and RCA meetings to review outstanding problems and resolutions

Assists in production and maintenance of Known Error library documentation.

Generates and promotes weekly action item statuses

Produces statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of issue and determining whether new incidents are related to existing problems

Identifies problems, analysis and recommending Service Improvement plans

Participates in the constant improvement to the Problem Management Process

Audits problem tickets to ensure processes for problem records are being followed

Ensures compliance of process policies and standards

Experience and skills

Excellent analytical skills (logical/critical thinking). Previous experience performing trend analysis and documenting themes.

Excellent technical knowledge in some of the following technologies: MS server administration; Citrix; Office 365; Azure

Creative problem solving – following an issue through to its logical conclusion and escalating where necessary

Extensive soft skills, including communication, negotiation, organization, time management and problem solving

ITIL v3 or v4 Foundation Certification is recommended

Ability to work independently as well as being part of a team

Ability to work with multiple teams to drive problem resolution

Resourceful – utilize all tools, expertise and knowledge bases to drive constant improvement of the problem process

Experience working with a diverse team in a fast-paced environment

Superior teamwork skills

Strong interpersonal and communication skills are a must; ability to read, write, and speak in a professional manner

Must possess a personal sense of urgency

Ability to effectively multi-task and adapt to changing business priorities

Excellent time management and organizational skills

Excellent attention to detail