Sr. Analyst I, Infra Stblty

Primary Roles and Responsibilities:

Perform daily reviews of problem records to ensure accuracy and data integrity. This includes auditing newly created records, resolved records, and those breaching SLAs, and following up with problem owners for necessary changes and updates.

Develop and produce periodic reports to show progress and updates on problem records.

Conduct weekly problem review meetings to request updates for outstanding problem records.

Attend post-major incident review meetings to gain insights on issues escalated to the Stability team. This will aid in root cause analysis of problems arising from major incidents and help identify incident trends and unauthorized changes.

Proactively identify trends in problem records and collaborate with technology teams responsible for implementing solutions.

Ensure problem records are reviewed and updated routinely.

Frequently correspond with other technology teams to follow up on actions being taken on outstanding items.

Maintain the known error database to ensure it is up-to-date and accurate.

Skills and Abilities Required:

• Basic understanding of technology processes and terminology.
• Experience with ITIL Problem management, Change management and Incident management processes
• Understanding of Risk Management
• Exceptional interpersonal skills with a demonstrated ability to gain the confidence and respect of senior executives.
• Ability to generate presentations to depict metrics effectively.
• Strong critical thinking, motivational, negotiation, and relationship management skills.
• Must be both a leader and a productive team player.
• Self-motivated and detail oriented.
• Must be able to interface and coordinate work efficiently and effectively with business partners in remote locations.
• Strong analytical, organizational, and decision-making skills.
• Excellent verbal and written communication skills, with the ability to present and discuss technical information to non-technical audiences.
• Strong administrative skills with effectiveness in developing tasks and managing resources to achieve target dates.
• Proficient in PC skills, including Microsoft Office, Word, Excel, PowerPoint, and SharePoint.