IT Problem Management Analyst
Want to be part of a company that is changing the game for some of the world’s most notable brands and disruptive companies? At TaskUs we look for individuals who are constantly striving for excellence in both their personal and professional lives. Our rapid growth demands high performance, and we’re proud to say that we have a talented and motivated team along for the ride. If you’re looking for a new
challenge or just want to be a part of something historic, join us. Let’s change the way the world works!
Duties and Responsibilities:
The Problem Analyst is responsible for the quality and integrity of the Problem Management process that interfaces to the other process coordinators
Diagnose root cause of chronic or undetermined incidents (5 Whys methodology)
Determine a resolution (permanent fix)
Ensure resolution is implemented through appropriate control procedures (Change Management)
Maintain information of problems and appropriate workarounds and resolutions
Maintain the Known Error Database
Co-ordinates day-to-day execution of Problem Management
Work with various support staff to help ensure resolution and closure of tickets
Chairs the Problem review meetings
Following defined escalation path when needed, as defined in the escalation policy
Notifying the participants in the Problem Management process when standards and procedures are not being followed
Performing day to day process administration
Managing all Problem templates and reports
Ensuring the standards and procedures are being followed
Facilitating resource commitment and allocation
Identifying and implementing process improvement
Ensuring that each Problem Ticket opened is assigned an owner and is responded to within the appropriate time frame, based on contractual policy/service level agreement.
Response is defined as:
Accepting ownership of the incident
Notifying the customer of the Problem ticket or Task status
Updating the Problem ticket with complete detail of actions taken and a ticket of customer/user contact
May be coupled with the trouble triage of service affecting incidents and mission-critical incidents
Maintain log of major isolation, restoration, and resolution steps
Convert problems into known errors
Identify, document, and record workarounds
Perform analysis of major incidents to identify chronic troubles
Qualifications:
Bachelor’s degree in Information Technology, Computer Science or related experience.
ITIL 3/4 Certified
Has extensive experience in ITPM preferably managing Global IT Problem Management
With experience on the latest ITPM tools, eg Service Now
Ability to multi-task in a fast-paced and dynamic environment.
Excellent interpersonal skills with the ability to interact with all levels of employees, Incident managers, technical teams and tam’s.
Highly collaborative, accountable, and results-driven.
Excellent verbal and written communication skills; ability to communicate effectively to large audiences via email and in person & preferably from the BPO industry.
About Us
We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners’ interests and supporting their long
term success through innovation and technology -powered by ridiculously smart people.
TaskUs partners with the world’s most innovative and disruptive brands to protect what matters most and to thrive in an ever-changing world.
TaskUs currently has over 33,000+ employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, and Ireland.
TaskUs is an equal opportunity employer.
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!
TaskUs is an Equal Opportunity Employer
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