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 rele
📌 Analyst, Problem Management (Chennai)
🏢 SES Satellites
📍 Chennai
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