The Role

Incident Analysis:
Collaborate with incident management teams to identify and document recurring incidents and problems.
Assist in analyzing incident data to identify patterns and trends.

Root Cause Analysis (RCA):
Conduct root cause analysis investigations to determine the underlying reasons for incidents and problems.
Collaborate with cross-functional teams to gather data and insights for RCA.

Problem Resolution:
Assist in developing and implementing effective solutions and workarounds to address identified problems.
Monitor the progress of problem resolutions and ensure timely completion.

Documentation and Reporting:
Maintain detailed records of problems, their resolutions, and associated documentation.
Generate regular reports on problem management metrics, trends, and performance.

Collaboration:
Collaborate with various IT and operational teams to share findings and insights related to problem management.
Provide support to teams working on problem resolution.

Process Improvement:
Participate in process improvement initiatives to prevent future incidents and problems.
Assist in implementing preventive measures based on lessons learned.

Training and Awareness:
Support problem management training efforts for IT and operational staff.
Promote awareness of problem management best practices and processes.

Quality Assurance:
Assist in ensuring the accuracy and effectiveness of problem resolution efforts.
Help establish quality control measures within the problem management process
 

The Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field highly desired.A minimum 7+ years of experience in IT problem management, incident analysis, or a related role.Familiarity with ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) frameworks is a plus.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Detail-oriented with a focus on quality and continuous improvement.Knowledge of ITSM tools and software for incident and problem management.Ability to work collaboratively in cross-functional teams.

WTW is an Equal Opportunity Employer