Dellent is a Portuguese consulting, technology services and outsourcing company, focused mainly on IT and Telecommunication services, and we are currently recruiting for a Problem Management Analyst for a long term contract role in Porto.
Job Responsibilities
-Investigate Critical/Complex incidents and issues identified as problems;
-Assist in production and maintenance of Known Error library documentation;
-Assist in production of Major Incident Reports;
-Identify Root Cause Trends in event management outputs;
-Maintain effective working relationships with IT Ops, Market Ops, and Development teams;
-Work with the Process owners for Problem, Change and Incident management to identify improvements to the processes and develop metrics to support them;
-Management of software defect tracking and prioritisation;
-Production of regular and ad hoc reports;
-Automation of the reporting where possible;
-Organising regular meetings with the customers to agree problem prioritisation and updates on progress.
Required Skills
-Creative problem solving – following an issue through to its logical conclusion and escalating where necessary;
-Experience of assist IT Service Management suite;
-Ability to work independently as well as being part of a team;
-Adaptable enthusiastic quick learner;
-Enthusiastic, flexible, career driven and responsible;
-Writing skills – maintaining accurate documentation and technical authorship of complex documents;
-Confident communicator with excellent organisational skills in an IT focused software company;
-Fluent English language, spoken and written.
Desirable Skills
-Problem Management experience;
-A solid understanding of IT Service Management best practice;
-ITIL or ISO20000 working knowledge (good to have);
-Some exposure to Linux and a desire to learn more.
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Send us your CV and come join the Dellent Team!
