Analyst, Problem Management

SES Satellites; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

SES Satellites is seeking a Problem Management Analyst to drive the Problem Management process, improve availability and reliability of products and services, and minimize incident impact. The role emphasizes tracking Known Errors, driving improvements, and collaborating with operations to prevent recurring issues.

You will manage Post Incident Reviews, perform detailed problem analyses, and produce executive summaries and weekly status reports.

Qualifications

• 3+ 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; able to work independently as well as part of a team.

Responsibilities

• Schedule and facilitate formal Post Incident Reviews or After-Action Reviews after resolution of incidents.
• Perform extensive problem analysis to identify repeat issues or trends.
• Assign and track actions from Post-Incident Reviews and proactive investigations.
• Address process and training gaps with applicable teams.
• Support governance and execution of the Problem Management process and lifecycle.
• Identify problems based on trend analysis from past incidents and monitoring data.
• Manage and monitor key metrics (SLA’s and KPI’s) from service and customer perspectives.
• Create Executive Level Problem Summaries and Reports.
• Facilitate quarterly Problem Management reviews to examine events with no root cause and open tasks.
• Work with operations on chronic issues across outages, bugs, and design problems.
• Drive processes for identifying chronic issues and prevention of recurring incidents.
• Develop future solutions for continuous improvement and automation opportunities.
• Update and archive Knowledge articles related to events/workarounds.
• Provide weekly status reports on chronic items with next steps.
• Handle problems of diverse scope requiring evaluation of multiple factors.

Skills

Communication skills

Adaptability

Problem-solving

Project management

Decisiveness

Positive collaboration

Education

B.S. Degree in Telecommunications/IT/Engineering

Tools

Access

Excel

PowerPoint

Outlook

Visio

Word

Job description

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 analyst maintains information about Known Errors and Workarounds and drives continuous improvement through tracking and driving outcomes from recommendations in 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 lifecycle.
• Proactively identify problems based on trend analysis from past incidents and monitoring data associated with possible performance deterioration.
• Manage and monitor key metrics (SLA’s and KPI’s) from service and customer perspectives as they pertain to Problem Management.
• Create Executive Level Problem Summary and Reports.
• Facilitate quarterly Problem Management reviews to examine events with no root cause, continuous improvement items, and open tasks.
• Perform any other functions or duties assigned to ensure workload balance and support.
• Work with operational teams on chronic issues associated with 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 reports of all items determined to be chronic along with steps taken and next steps to bring resolution.
• Work on problems of diverse scope (low 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.
• Positive collaborative attitude.

Required Qualifications & Experience

• 3+ 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; 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.

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. They are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.