Senior Incident and Problem Analyst
Company: SOHO Square Solutions
Location: Costa Mesa
Posted on: February 25, 2021
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Job Description:
Essential Duties and Responsibilities--
Create and implement an effective Problem Management discipline
based on ITIL best practices.--
Proactively work with various technical teams to drive the
identification of root cause for incidents and ensure that timely
follow up action is taken.--
Help teams identify workarounds or temporary solutions to mitigate
incidents.--
Maintain and update centralized Known Error Database (KEDB) with
accurate information.--
--- Partner with Business and IT stakeholders to prioritize and
drive improvement initiatives.--
--- Monitor and publish Incident and Problem metrics to promote
awareness and transparency.--
--- Continuously improve Incident and Problem Management processes
and procedures.--
--- Mentor and train the organization on Incident and Problem
management process and best practices.--
--- Ensure ongoing communication and engagement with Business and
IT stakeholders.--
--- Administer tools related to Incident and Problem
Management.--
--- Other duties may be assigned .
Qualifications--
--- 7+ years of business systems analysis, operations, project
management or related experience in an enterprise IT environment
supporting a wide range of information technologies including
business applications, database, network and infrastructure.--
--- Extensive experience with problem and incident management
processes, concepts and tools.--
--- Solid understanding of ITIL framework and methodologies.--
--- Highly motivated and self-driven professional who can succeed
with little supervision or guidance.--
--- Strong track record of driving operational improvements, able
to lead/influence organizational change.--
--- Possess the ability to influence up, down and across the
organization.--
--- Superior customer service and relationship management skills.
Proven ability to collaborate with other teams, both technical and
non-technical.--
--- Strong negotiation, prioritization and conflict management
skills.--
--- Strong organization and time-management skills to handle
multiple tasks and meet deadlines.--
--- Excellent written and verbal communication skills with the
ability to effectively tailor communication of technically complex
issues to various audiences.--
--- Assertive but diplomatic, relentless, with a strong desire to
see things through to completion.--
--- Operational technology background or the aptitude to research
and learn complex technologies and processes.--
--- Ability to see the "big picture" while addressing critical
details.--
--- Demonstrated ability to solve problems involving continuously
changing situations and requiring constructive thinking and
imaginative, original approaches.--
--- Ability to critically evaluate and question data. Experienced
in using data to generate quantitative and qualitative
analysis.--
--- Extensive experience defining and generating executive level
reports.--
--- Bachelor of Science Degree in Computer Science or related
fields
Keywords: SOHO Square Solutions, Costa Mesa , Senior Incident and Problem Analyst, Professions , Costa Mesa, California
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