Problem Analyst

Our Parent Organization, NEC Corporation, is a 25 billion Company with offices spread across the globe. 
NEC is a multinational provider of information technology (IT) services and products, headquartered in Tokyo Japan with 122 years of experience in evolution with technology and innovation. It is recognized as a ‘Top 50 Innovative Company’ globally

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” 
NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential. 
  

NEC Software Solutions (India) Private Limited!  is based in Mumbai (Worli & Airoli) and Bangalore with an employee strength of 1500+. 
It is one of the foremost providers of end-to-end IT services across various sectors. 
We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.
 

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. 
Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services
 

Total IT Experience: 4-7 years

Location - Mumbai 

Working Hours - UK Shift 

Responsibilities/Duties:- 

• Analysis and reporting of incident data to identify trends, potential problems and root causes ·
• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure ·
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution. ·
• Diagnosis to determine whether new incidents are related to known errors or existing problem records · Facilitating and coordinating technical meetings ·
• Leading and facilitating post mortem investigations into high impact faults. ·
• Managing root cause analysis between technical teams. ·
• Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure. ·
• Production of statistics and reports to demonstrate performance of the Problem Management process

Overall Project/Task description:-

To provide a high quality, proactive support and management service to a large multi-client community as part of a customer focused support team. Working to contracted SLAs and delivering best in class services to our customers. 

The Problem Analyst has responsibility for analysis and reporting of incident data to identify and eliminate causes, Initiating actions to fix, diagnosing to identify related to errors, facilitating and coordinating technical meetings. Statistics and reports demonstrate performance of the Problem Management process. Working within the ITIL process.

Working to contracted SLAs delivering best in class service to the customer. Absorbing and fully understanding Problem Management team processes from UK colleagues and utilizing them to execute daily activities; delivering the highest level of Problem analysis in order to eventually take full ownership of specified problem responsibilities for list of customers.

• Experience in IT Infrastructure Support environment, and ability to co-relate support processes in call/ticket closure activity.
• Proficient in the use of Excel and M365 products. Ability to develop reports from raw data pertaining to calls as per stakeholder requirements, including configuring advanced formulas and creating & manipulating graphs and pivot tables.
• Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Should be Self-driven and resourceful to achieve goals independently as well as work well in groups.
• Can demonstrate a high level of exposure and knowledge of Problem Management workflow:
  • Problem Identification
  • Impact Assessment
  • Classification & Actioning
  • Manage to Closure
  • Apply/Suggest Changes to Process as required
• Demonstrable Root Cause Analysis experience in an IT support environment
• Should mandatorily possess excellent Communication Skills. Both Written and Oral.
• Ability to take organizational Problem processes and guidelines, and practically apply to real-life Problem Management; ability to think independently, taking control where necessary to achieve resolution.
• Ability to diagnose an incident or series of incidents to get to a point of problem identification, followed by subsequent protocol steps.
• Ability to accurately arrive at, and clearly explain, conclusions.

Regards,

Dakshata

NEC SWS

Excellent Communication Skills required.