Problem Analyst
2 weeks ago
A highly skilled Problem Coordinator is required to join our globally expanding Fintech business in Swindon. This role is part of a larger team that delivers world-class 24/7 IT Service Operation support.
This is a hybrid position with travel to the Swindon office 2-3 days a week, offering a salary of up to £37,000 and a 5% bonus.
Key Responsibilities:- Ensure timely completion of corrective actions and action items
- Record all known errors in the Known Errors database
- Participate in Post Incident reports for Major Incidents, publishing them externally within 1 week of service restoration
- Identify subject matter experts and engage technology teams during problem investigations
- Lead Problem Management investigations with technical subject matter experts
- Prevent recurring incidents by determining root causes and driving corrective actions
- Deliver problem investigation results to stakeholders
- Proactively prevent problems and eliminate recurring incidents through trend analysis
- Perform performance gathering, analysis, documentation, and validation of business and technical needs
- Consult with subject matter experts and project team members to identify and document potential solutions
- Ability to work independently on complex projects
- Proficient in verbal and written communication skills
- Minimum 2+ years of experience in ITIL Service Operations with a focus on Problem Management
- Excellent communication skills and good command over written & spoken English
- Data-driven and analytical
- Attention to detail and ability to work under pressure
- Continuous Service Improvement mindset
- BI Tools – PowerBI or EazyBI
- Software Development Cycles
- Jira/Jira Service Desk
- Confluence
- Excel
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