EY Problem Analyst in Kochi, India

Problem Analyst

Core Business Services

Requisition # IND00BCV

Post Date 5 days ago

  • The Incident & Problem Manager is responsible for managing the life-cycle of all incident and problems.

  • This includes proactive identifying of trends and potential problems to prevent incident from occurring and to minimize the impact of incidents that cannot be prevented

  • Provide recommendations for process development, monitoring reports and performance measurements

  • Demonstrates analytical and systematic approach to problem solving

  • Ability to absorb rapidly new technical information and apply it effectively

  • Excellent judgment, tact, and decision-making ability

  • Determine recommendations and actions to effect process improvements across the environment

Knowledge and Skills Requirements:

  • Detailed knowledge of the ITIL Incident and Problem Management processes

  • Good understanding of Change, Configuration and Availability processes

  • The ability to work and team effectively with clients and other management personnel

  • A basic level of managerial competence

  • Excellent English language skills (verbal and written)

  • Excellent people skills

  • Good presentation skills with ability to present material clearly and concisely

  • Excellent awareness of different cultures and working practices across the regions

  • Proven experience in working in, and basic management of, diverse and geographically dispersed teams

  • Proven experience working in an Operational environment

  • Excellent Microsoft Office experience, predominantly Excel, Visio and PowerPoint

  • Coordination skills: managing (complex) IT technical investigations

  • Strong analytical and problem solving ability

  • Experience working in a Global environment

  • Team coordination

  • Good knowledge of IT Services functions and their responsibilities

Job Requirements:

Education:

4 year College minimum in related technology field (Computer, Engineering, Science, etc.) or comparable job experience

Experience:

  • 3years’ experience in an Operational

  • 2 years of proven experience and success in an Incident or Problem role

  • ITIL v2 or v3 Foundations training, or higher level of ITIL Certification

Supervision Responsibilities:

  • Directly and / or indirectly supervise staff members

  • Recommend the selection of and be responsible for the performance management of staff members

  • Lead and manage some team activities through to completion.

  • Provide direction to Incident-Problem Administrators and Analysts

Certification Requirements:

ITIL v3 Foundations training, or higher level of ITIL Certification