Problem Manager

1 month ago

Melbourne, Victoria, Australia NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Problem Management Analyst is a seasoned subject matter expert, responsible for researching the root causes of incidents.

This role is required to engage in proactive problem management by analyzing trends or historical data of incidents and services.

What you'll be doing

Key Responsibilities:

  • Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will add the greatest value for the client.
  • Accountable for managing the lifecycle of all problems.
  • Routinely monitors logged incidents by category within a specific time frame to identify potential problems.
  • Responsible for facilitating the identification of root cause for major problems.
  • Ensures the prevention of incidents and be responsible for minimizing the impact of unavoidable incidents.
  • Works with incident management colleagues to ensure that temporary solutions (workarounds) are available.
  • Performs trend analysis of important services or historical incidents and maintains a Known Error Database containing all problems and workarounds.
  • Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.
  • Determines if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.
  • Records the problem description, priority, and severity and assign the associated configuration items to the problem record ensuring that links to the incident are made to the problem record.
  • Classifies and assigns problems for resolution by determining the resource requirements and liaising with either internal or external resources (service provider) to ensure resolution of the problem.
  • Performs any other related task as required.


Knowledge and Attributes:

  • Seasoned understanding of the business needs and expectations.
  • Understanding of the basics of the technical aspects of problems.
  • Able to identify the subject matter experts in each area of the business.
  • Seasoned critical-thinking and root-cause-analysis abilities.
  • Seasoned problem-solving skills with the ability to analyze statistical data.
  • Ability to foster deep collaboration with incident and change management functions and working relationships with a variety of internal and external stakeholders.
  • Seasoned knowledge of ITIL skills.
  • Excellent verbal and written communication skills; including the ability to proficiently facilitate meetings and conduct briefings.
  • Seasoned understanding of ITSM toolsets to support and facilitate problem management.


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL certification v4 preferred.
  • OSA certification preferred.


Required Experience:

  • Seasoned experience in IT Service Management / Operational environment.
  • Seasoned experience working with ITSM toolsets required to enable proactive problem management.
  • Seasoned incident and problem management experience.
  • Seasoned experience in managing processes within an ITIL (or equivalent) environment.
  • A proven track record of driving root cause analysis to conclusion.
  • Seasoned experience of working in a highly technical environment.
  • Seasoned experience/training in risk-management techniques.
  • Seasoned data and statistical analysis experience.
  • Seasoned experience with virtual cross-team or vendor communication.
  • Seasoned experience working directly with stakeholders, customers, and clients.

Workplace type:

Hybrid Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

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