We are looking for an IS Problem Analyst to join Centrica’s DTS Operational Delivery. As a Problem Analyst you will manage the activities required in reactive and proactive problem management: the identification, recording, diagnosis, resolution and closure of problems and this may include coordinating the actions of a number of internal and external support teams.
As a Problem Analyst, you will be responsible for:
Managing problem investigations from start to finish. You will do this by facilitating root cause investigations and managing the implementation of corrective / preventative measures between all parties involved.
Providing problem updates, investigating and carrying out diagnosis of data, trend analysis, raising Request for Change (RFC’s)s if appropriate, ensuring there is linkage between problem record and RFC.
Providing error identification, monitoring progress on the resolution of Known errors, recording and assessing; also, you will be creating knowledge records and establishing solutions.
Communicating problem statuses and relevant updates to key stakeholders.
Lead meetings to facilitate the resolution of a problem and identify incident trends.
Proactively highlight improvements and ensure these are documented and ownership agreed.
You have a broad understanding of the technologies provided and how they underpin the operations of the business, have strong supplier relationship management skills and you are process driven, structured and have an analytical approach.
Naturally you have the ability to establish and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in DTS.
Your work experience includes:
Thorough understanding of the principles of Service Management and experience of fronting complex and diverse IS systems in a service-focused organization.
Broad technical expertise and the ability to apply functional knowledge to complex and diverse issues.
Knowledge of managing performance with third parties or internal delivery teams within a service frame work, including SLA, KPI and OLA management.