IT Problem & Performance Management Analyst

Synectics Solutions Limited
Competitive Package + Excellent Benefits
28 Sep 2016
28 Oct 2016
Contract Type
Synectics Solutions are a leading force in the provision of innovative data driven business solutions. For more than 20 years we have specialised in building complex data management and software products for well-known companies around the world. The Role: Due to the expansion of the business we currently have an exciting opportunity for an IT Technician to apply their knowledge and expertise in a Technical Problem Management role. The role will require your sound communication, planning and IT skills to assist and advise key stakeholders and line management. The position also provides an opportunity to work in a fast-growing IT and data management company, that encourages personal development and independent thinking. The successful applicant will be responsible for delivering robust and effective problem management within the IT infrastructure. Focusing on ownership of assigned problems and delivering root cause analysis to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimise the impact of incidents that cannot be prevented. Responsibilities will include: · Executing Problem Management investigations for Servers, Storage, Network and Application level problems in adherence with processes, guidelines and SLAs. · Ensure problems under investigation are kept up today with current progress and status. · Tackling complex root cause analysis that can involve many days of persistent investigation. · Analysing and reporting of incident trend data and log/performance data to demonstrate where possible repeat incidents are occurring across the organisation. · Coordinating with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution. · Creating, analysing and distributing performance reports for network, server and storage systems. · Supplying Management with clear and concise Corrective Actions with strong empirical justification. · Creating and distributing formal RCAs to a high standard in line with target audience. · Creating Known Error records and maintaining the Knowledge Database. · Escalating risks and issues to the Problem Management Team Leader. · Assisting the Problem Management Team Leader in: o Driving Service management best-practice and ITIL process standardisation. o Supporting Problem Management reporting. o Reviewing the efficiency and effectiveness of the Problem Management process. A successful applicant will have: · A genuine interest and enthusiasm for IT support and management of IT systems. · Excellent problem investigation and resolution skills. · A general technical awareness of all things IT. · Excellent written, verbal, report writing and presentation skills. · Experience in a technical IT role (such as system administration, 2nd/3rd line Service Desk, Problem Management, etc) You should ideally have some experience in the following; · Experience of windows server troubleshooting · Basic Microsoft SQL Server troubleshooting · Server and storage hardware troubleshooting · Knowledge of networking technologies · Knowledge of ITIL framework This job was originally posted as