We are hiring for a next generation telecoms software company who are seeking a Problem Analyst to join their expanding team.
Reporting to the Head of Process Outcomes the Problem Analyst will be responsible for identifying failure points and areas of improvement across both the technical and non-technical business and managing the end-to-end problem management process.
The responsibilities include:
• Problem and Low Performance Identification
• Problem and Low Performance Analysis
• Long Term Solution Implementation
• Service Improvement Activities
• Undertake ad-hoc projects and other activities as required.
The Problem Analyst will actively support our client with fulfilling its goal of implementing a
successful non-traditional operations function focussed on an automated, autonomic, and
orchestrated approach.
Key Accountabilities and Activities
1 Problem and low performance Identification:
• Actively seek knowledge from all business area owners to understand the environment.
• Familiarise yourself with developed capabilities and system architectures to
identify potential failure points and areas in need of enhancement in line with company objectives.
• Actively interrogate raw & processed data and reports to proactively identify trends that highlight problems.
2 Problem and low performance analysis:
• Review resolved support tickets and facilitate working sessions with
relevant teams to determine long term resolutions or prevention capabilities.
• Prioritise activities based on impact, priority, and value to the business.
• Active fault reproduction and root cause analysis to understand failure points and causes.
• Research new industry approaches and propose solutions that are in line with current industry leaders.
• Inflight Incident Management support.
3 Long Term Solution Implementation:
• Activity to support achievement of key accountability.
• Maintain detailed and readable documentation throughout the end-to-end problem management process.
• Accurately track progress and provide reports as required.
• Automated, Orchestrated and Autonomous
• Follow company process to see through the successful implementation of the agreed long-term approach i.e. submission to the PMO for project management and resource allocation.
• Focus on prevention of the problem.
4 Service Improvement Activities
• Actively align priorities with business goals of an automated,
orchestrated, and autonomic approach to operations, reducing the operational burden
• Focus resolution activities on improving availability and customer experience with attention to reducing the operational burden and overall cost to serve.
• Confidently involve yourself technical and non-technical functions to actively identify need for improvement and potential faults with service offerings and business processes.
• Confidently present root cause analysis results and proposed solutions in group wide architecture forums and confab sessions.
5 Undertake ad-hoc projects and other activities as required
Essential Qualifications/ Certifications
1. Certified Problem Management Professional
2. Certification in Incident Management
Experience and Skills
1. Experience of leading problem management within a cloud-based
development environment.
2. Excellent written and verbal communication skills specifically with complex
technical matters.
3. Experience interpreting data using various tools including Prometheus and
Grafana
4. Ability to work independently and confidently corral resources
5. Experience working in the telecommunication industry
6. Understanding of Kubernetes practices
7. Understanding of Agile working practise