Job Description

:OverviewThe Problem Analyst works closely with the Problem Manager and is responsible for the co-ordination of activity to diagnose problems, validate workarounds, identify root causes and determine fixes. They contribute to the maintenance of the problem and known error databases in order to track problems and associate identified workaroundsKey Accountabilities and Main ResponsibilitiesStrategic Focus

• Act as the focal point for problem management, owning and managing the process by coordinating activity and communicating updates to stakeholders
• Contribute to the coordination of problem management forums
• Create agreed action plans
• Contribute to the problem and known error databases
• Produce accurate and effective problem management reports that detail problem status and progress in identifying root cause and fixes.

Operational Management

• Ensure actions are being managed and escalate issues when required
• Work closely with IT support and business teams to confirm effectiveness of workarounds, identify root cause and fixes
• Support the incident management process by ensuring workarounds and potential fixes are understood and accurate
• Contribute to CSI activity by developing problem management tooling and processes
• Contribute to problem management articles in the knowledge management database
• Coordinate implementation of improvements.

Governance & Risk

• Analyse data to identify incident trends and opportunities for ticket reduction, cost savings, process improvements and automation.

Key Performance Indicators

• Contribution to problem / known error database
• % of root causes and fixes identified
• Average time taken to close problem records
• Evidence of proactive problem management to improve service

Experience & Personal Attributes

• Technology literate with a good understanding of modern IT technologies, systems and processes
• ITIL Foundation qualified
• Good communication and interpersonal skills with an ability to manage difficult situations
• Ability to communicate technical information in a clear and understandable manner
• Good analysis, coordination and organisation skills
• Ability to manage others to ensure delivery to agreed timescales
• Experienced in a customer focussed analytical or problem management role

About Us:MUFG Pension & Market Services is a global, digitally enabled business connecting millions of people with their assets - safely, securely and responsibly.Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.About the Team:Our hub in Mumbai and Pune has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support, for MUFG Pension & Market Services businesses across the globe. We are rapidly growing our Mumbai team to build greater capability within the organisation, and provide specialised local services supported by the strength and scale of MUFG Pension & Market Services\' global operations and knowledge base.MUFG Pension & Market Services is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the MUFG Pension & Market Services journey and together we will achieve our full potential.We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension & Market Services. Successful applicants will be required to complete background screening prior to commencement of employment.

Link Group