As a Problem Analyst Intern, you will be part of our Problem management team to find the underlying cause of recurring incidents and to offer  permanent solutions to the cause of the problem. This role is critical for proactively monitoring, analysing, and resolving recurring incidents across our suite of applications, ensuring smooth and uninterrupted service delivery with the view of preventing future recurrence and enhancing the Business user experience. 

You will:

• Lead Root Cause Analysis on recurring issues, ensuring timely and sustainable resolution.
  • Supporting IT team’s ability to find the underlying cause of incidents and offer a permanent solution to the cause of the problem.
• Conduct proactive monitoring and analysis of incoming system alerts to reduce alert inflow and improve Turn Around Time (TAT) for resolution, implement preventive measures, identify areas for improvements, and prevent recurring issues.
• Track and manage the Problem Records Backlog, ensuring its prioritisation, progression, and timely resolution.
• Work closely with support teams, delivery managers, product managers, business and functional analyst, development teams to understand and identify problem specific use cases.
• Data-Driven Root Cause Analysis (RCA) with the support of metrics from application logs and infrastructure monitoring, correlate this data to support root cause identification.
• Follow up with relevant teams to track progress, address bottlenecks, and keep stakeholders updated on problems resolution.

• Logical and analytical skills.
• Excellent verbal and written communication (English).
• Highly motivated to learn in a past-pace Corporate IT environment.

The following skills are an advantage:

• An Bachelors degree in the IT, Science  or related fields.
• Knowledge of IT infrastructure (servers, networks, databases) and application architecture is an advantage.