Problem Management Analyst

Furnish technical support to internal and commercial customers through collaboration with various support teams.

Provide technical, educational and professional leadership to my team members as well as cross-functional teams.

Process Critical Global Issues in a timely fashion.

Ability to multi-task 10-12 issues, prioritizing and re-prioritizing as necessary.

Work to ensure the correct support teams are engaged and working to resolve the issue

Communicate issue to End User Community and inform them of an Estimated Time of Update.

Update Process and Procedure Database with new and valuable information for the HelpDesk

Update On call support database with new names and numbers.

Handle escalations that are out of criteria according to Service Level Agreements

Research and gather information for Root Cause Analysis to prevent further critical situations that impact the End User
Community on a Global Scale.

Follow up on previous closed critical issues for trend analysis.

REQUIREMENTS
Prior experience in a high paced FINANCIAL environment
3-7 years of Solaris/UNIX/Linux experience.
Experience with Critical Situation Management
Experience Root Cause Analysis: Incident (Hysterical) vs. Problem (Historical) Analysis
Experience with Problem Management and Change Process controls and tools.
Strong project management and organizational skills
Excellent written and verbal communications
Excellent listening and analytical skills
The ideal candidate will remain calm under pressure, be a team player and be customer focused. Assertive but diplomatic,
relentless, with a strong desire to see things through to completion.

*Bachelors Degree

** This position support the European Client and Developer base

HOURS: Sunday-Thursday 5PM-2AM
 
Location: Upper East Side/NYC

Please refer to job code I&P_10.26.09 when responding to this ad.

Category:	Information Technology
	> General Computers/IT      > Helpdesk/PC Support      > Systems/Network Administrator      > System Analyst      > Other Information Technology
Location:	New York, NY
County:	New York County
ZIP Code:	10001
Pay Rate:	$75-85,000.00
Job Terms:	full time
Company:	Preferred IT Recruiting
Phone:	email only
Fax:	email only