Transguard Workforce Solutions is the UAE's leading provider of innovative HR solutions. With over a decade of experience in the region and a knowledgeable team, we offer fully integrated HR services.
We are currently seeking an Analyst Problem Management - 11 Months Contract roleforone of our very well-known clients, to be based in their Dubai office.
Job Purpose:
- Responsible for leading the execution of BT problem management life-cycle process and reviewing Problems Trends, Planning and Driving Improvement Plan.
- Acting as Single point of contact for all infrastructure and application problems.
- Ensure standardized methods and procedures for efficient problem management process.
- Lead communication with various support teams, vendors, and customers.
- Overall goal is to minimize incidents and potential problems to the business/organization.
Job Description:
- Single contact point for infrastructure/application problems
- Identify trends and potential problem sources
- Maintain problem records and status
- Prevent issue recurrence
- Lead communications with stakeholders
- Drive root cause identification
- Assist with major incidents
- Ensure proper resource availability
- Work with change management
- Conduct post-resolution reviews.
- Execute Knowledge Transfer plan
- Participate in training and knowledge transfer
- Manage BT Knowledge management.
- Define and maintain procedures
- Review efficiency of processes
- Monitor error control
- Develop management reports and dashboards
- Obtain management information from Problem Management data
Skills & Requirements:
- DA Infrastructure and application systems (LAN, WAN, Data Centre, Servers, Storage, Security, corporate Application, ERP Solution)
- SaaS (Box, Okta, Splunk, Service Now, Tableau)
- Enterprise Management tools (Service Now & HPE NNM, NA, OMi, OBR, SiteScope, ArcSite, CO, SOM)
