Job Description

• Facilitate Root Cause Analysis sessions with cross-functional teams. Recommend preventative actions. Document complex issues with teams as part of RCA creation. Review incident tickets for patterns and recommend problem management process when necessary.
• Ability to analyze data sets for themes and reoccurring issues.
• Collaboration across multiple regions with multi-functional teams. Collaborate and contribute across multiple Service Management disciplines including Incident, Problem and Knowledge Management.
• Work with teams to identify areas for process optimization- knowledge articles, monitoring, dashboard creation and reporting.
• Backfill for incident management team providing assistance with leading triage calls and correlating incoming incidents.
• Work with team to define key metrics and provide weekly reporting across service area to meet control requirements and objectives. Strong understanding of Change Management and CMDB. Drive process maturity efforts throughout the organization. Help to identify enhancements to the process and tooling and with driving continual process improvement reviews

Key Responsibilities:
- Facilitate RCA sessions and document complex technical issues.
- Analyze incident data to identify patterns and recommend problem management actions.
- Collaborate across Incident, Problem, and Knowledge Management disciplines.
- Support process optimization efforts, including knowledge base improvements, monitoring, and reporting.
- Backfill for Incident Management by leading triage calls and correlating incidents.
- Define and report on key service metrics to meet control and compliance objectives.
- Contribute to Change Management and CMDB accuracy.
- Drive continual process improvement and tool enhancement initiatives.

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