Problem & Incident Manager
NTT
Dunedin, Auckland, New Zealand
1d ago

Want to be a part of our team?

The Senior Problem Management Analyst takes responsibility for researching the root causes of incidents, providing temporary solutions (workarounds) and developing final solutions for known errors.

The individuals in this position engages in proactive problem management by analyzing trends or historical data of incidents and services.

Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma). Diagrams and evaluates existing processes.

Organizes, leads and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

Collects data to identify root cause of problems. Measures performance against process requirements. Aligns improvement to performance shortfalls.

Provides consultation on the use of re-engineering techniques to improve process performance and product quality. May deliver presentations and training courses including measurement, analysis, improvement and control.

Surveys and analyzes best practices for techniques and processes. Communicates team progress. Performs cost and benefit analyses."

Working at NTT

We are engaged with large projects and our clients are in the hunt of top talent so we want you to come onboard and be part of the NTT family.

In this you will be responsible for the coordination and communication for all critical or high priority client service-impacting outages to ensure they have a minimal impact on all downstream users and are resolved as quickly as possible.

You will also lead all aspects of post-incident activities including after action reviews. You will also be responsible for reactive and proactive problem management activities.

Additional responsibilities include :

Major Incident Management

  • Drive incidents to resolution and ensure accurate and timely customer and executive level communications.
  • Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
  • Facilitate the resolution by effective communication across multiple teams.
  • Quickly assess the severity of an outage and be able to report business impact and technical complexity.
  • Ensure that incident management processes are followed and that post-incident postmortems and reports are completed to capture process deviations and areas for improvements.
  • Be available to manage major incidents after hours as part of a rotational stand-by roster.
  • Problem Management

  • Reactive Problem Management - Identification of root causes and providing suitable workarounds of known incidents.
  • Proactive Problem Management - identify incident trends, drive the reduction of incidents by analyzing monthly alarm and ticket data, investigating, and resolving problems.
  • Facilitating problem management sessions, using industry methodologies, for critical or complex problems.
  • Quantify and classify problems.
  • Work with relevant technical teams to manage and coordinate problem investigation and solution efforts.
  • Escalate to and work with 3rd parties or vendors to manage and coordinate problem investigation and solution efforts.
  • Conduct problem review meetings and complete root cause analysis reporting.
  • Create and maintain known errors in the KEDB.
  • What you have is what we want

  • 2+ years of experience in an IT service management / service delivery role, Problem Management, or Incident Management.
  • 5+ years of experience in the IT or Telco industry
  • ITIL V3 Intermediate : OSA Certification or ITIL V4 Specialist : Create, Deliver and Support.
  • ITIL V3 : CSI will be an advantage.
  • Solid knowledge and understanding of problem-solving methodologies and the ability to facilitate discussions around complex issues and bring them to resolution.
  • Excellent communication skills, ability to communicate at all levels, with a strong emphasis on clear and concise business writing and the ability to convert technical matters into business understandable language.
  • Excellent influence and negotiation skills, ability to facilitate discussions around complex issues and bring them to resolution.
  • You can work and stay calm under extreme pressure, managing various levels of resources and third parties on a technical bridge or room.
  • Exceptional analytical and problem-solving skills.
  • Basic understanding of industry standard technologies and infrastructure such as networking, cloud storage, middleware, databases, and virtual infrastructure.
  • Experience in creating different ways of approaching new challenges and coping with change.
  • You will join a dedicated team of experts where you can leverage from their skills and experience as well as bringing new ideas to the table from your background.

    The environment is large and complex, and you will have the opportunity to work in a wide range of technologies, with different people and work for one of New Zealand's best-known ICT companies.

    What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Have wide-ranging experience
  • Uses professional concepts and company objectives to solve complex issues in creative ways
  • Networks with others outside own area of expertise
  • Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
  • May coordinate others’ activities
  • Typically requires significant related experience with a Bachelor’s or equivalent degree
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