Analyst, Problem Management

The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.

Role description summary

The Problem Management Analyst is responsible for driving the Problem Management process to improve availability and reliability of Intelsat products, services, and support.  The primary objectives include incident prevention and/or minimizing incident impact. The problem analyst maintains information about Known Errors and Workarounds and drives continuous improvement through tracking and driving outcomes from recommendations associated to the register. This position evaluates continuous improvement opportunities to leverage business strategy with system, application, and process integration to support operations.

primary responsibilities / key result areas

• Schedule and facilitate a formal Post Incident Review or After-Action Review after the resolution of critical and major incidents.
• Perform extensive problem analysis, paying attention to detail of all current and previous problems to identify repeat issues or possible trends.
• Assign and track actions resulting from Post-Incident Reviews and proactive problem investigations, ensuring accountability and timely completion
• Address process and/or training gaps with applicable teams. 
• Support the governance and execution of the Problem Management process and Problem Management lifecycle
• Proactively identify problems based on trend analysis from past incidents & monitoring data associated to possible performance deterioration
• Manage and monitor key metrics (SLA’s and KPI’s) from SES and customer perspective as they pertain to Problem Management
• Creates Executive Level Problem Summary and Reports
• Facilitates Problem Management reviews quarterly to review events with no root cause, continuous improvement items and reviews open tasks to determine relevance
• Perform any other functions or duties assigned to ensure workload balance and support
• Work with operational teams for chronic issues associated outages, bugs, network and service design issues, hardware, and software problems

• Drive processes that enable identification of chronic issues and establish expectations for resolution and prevention of recurring incidents
• Drive future solutions for continuous process improvement, design changes, vendor recommendations, automation capabilities, and process improvement opportunities
• Drive processes, methods and techniques for identifying problems and solutions.

• Update and/or archive Knowledge articles associated to the event or workarounds established.
• Provide weekly status report of all items determined to be chronic along with steps taken and next steps to bring resolution.

• Work on problems of diverse scope (low complexity to high complexity) where analysis of recurring issues requires evaluation of multiple operational, technical, and process-related factors

competencies

• Communication Skills: Strong communication skills, with the ability to effectively convey complex information to Senior Leadership

• Adaptability: Able to thrive in a fast-paced, dynamic environment while managing competing priorities.
• Problem-Solving Skills: Ability to identify operational or procedural gaps and challenges; develop innovative solutions to enhance efficiency and effectiveness in the work environment.
• Project Management: Strong organizational skills to lead and coordinate multiple problem investigations, corrective actions, and service improvement initiatives across multiple teams.

• Decisiveness: Ability to lead initiatives and make sound decisions backed by data with little to no supervision.

Qualifications & Experience

Required

• 3 plus years of technical support experience in the satellite or wireless communications industry
• ITIL Certification or demonstrated equivalent experience with event, incident, change, problem and knowledge management processes.
• Practical knowledge of Change Management and Incident Management processes

• Microsoft Applications Proficiency (Access, Excel, PowerPoint, Outlook, Visio, Word)

• Must have strong written and verbal communication skills, be able to work independently as well as part of a team

Preferred

• B.S. Degree in Telecommunications, Information Technology, or Engineering

• Technical support experience in a networking operations environment

Positive collaborative attitude