Problem Analyst - IT Domain

Requirement:

ITIL foundation certified

Strong Exp. in Problem Management

Role Purpose

The goal of Problem Management function is to minimise both the number and severity of Incidents and potential

problems to the business/organisation. Problem Management should aim to reduce the adverse impact of

incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of

incidents related to these errors.

The Problem Analyst role is to support the Problem Manager across Barclaycard Run the Bank with the

following responsibilities

Key Accountabilities

- Stakeholder Management and Communication: Ensuring all Problems have clear ownership, ensuring that all stakeholders are kept aware of impact and progress on a regular basis until resolved.

- Proactive Problem Management: To improve overall availability of services by driving the proactive identification of Problems. Proactive Problem Management aims to identify and solve Problems and/or provide suitable Workarounds or strategic solutions before Incidents reoccur.

- Problem Categorisation and Prioritisation: To ensure all Problems are recorded and prioritised with appropriate diligence including adhering to Group & Barclaycard problem standards.

- Problem Closure and Evaluation: To ensure that - after a successful Problem solution - the Problem Record is fully evaluated and all related tasks are closed.

- Problem Review: Lead regular Problem Management reviews to ensure process compliance is adhered to and quality levels are maintained.

- Problem Management Reporting: Ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds.

- Responsible for facilitating the diagnosis of root cause & driving the resolution of all Problems

- Responsible for conducting a Post Incident Review for Severity 3 Low & Severity 3 Medium incidents.

The Problem Analyst supports ITIL process activities such as:

- Incident Management

- Change Management

- Continual Service Improvement

Person Specification

- You must be prepared to drive both reactive and proactive problem resolution across the Barclaycard organisation. This will require you to implement service improvement plans, and manage them through to completion, whilst dealing with day to day incident related problems.

- As part of your day to day responsibilities you will enforce Barclays- Group Global Problem Management Policy and Process, and contribute to Continuous Service Improvement.

- You will drive improved availability of Barclaycard services, supporting applications and infrastructure, identify areas of concern and proactively work with key stakeholders to validate findings and incept / drive work to mitigate.

- You will drive the development and implementation of availability metrics to demonstrate progress in achieving the goals.

- You will be required to engage and manage all relevant service delivery partners, both internal and external to Barclays

- You will understand the required integration between Problem Management and all other ITIL aligned disciplines e.g. Incident and Change management

- You will be required to manage communication with stakeholders at all levels of the organisation using multiple methods.

- You must act as a single point of contact for problems and initiatives you are managing

- You will ensure high quality reports are delivered to Senior Management, Risk and Operations forums providing insight into the challenges facing the organisation and recommendations to address.