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