Problem Management Analyst

2 semanas atrás

Porto, Porto, Portugal Ampleshift Tempo inteiro 35 000 € - 45 000 € por ano


Join Ampleshift — Where Integration Meets Impact

Ampleshift is a consulting firm specializing in MuleSoft, Workato, Boomi, and other leading technologies.

We help organizations design, build, and scale digital ecosystems that connect technology, people, and processes seamlessly, enabling them to move faster, smarter, and stronger.

But we don't stop at integration.

At Ampleshift, we deliver a full spectrum of technology services, from architecture and development to operations and transformation initiatives. Our teams combine technical excellence with business understanding to create meaningful impact and long-term value for every client.

We believe that true innovation happens when technology and people work in harmony. That's why we invest in talented professionals, foster collaboration and learning, and act with integrity in every engagement.

Here, you'll find more than a project, you'll find a purpose.


WHAT WE ARE LOOKING FOR

We are searching for a
Problem Management Analyst
to join our team Someone who can bring clarity, structure, and continuous improvement to our clients' IT environments by ensuring that incidents are not only resolved, but understood and prevented.

Key Accountabilities:

  • Manage a problem through its entire lifecycle.
  • Lead debrief conference calls to determine an incident's root cause, business impact, contributing factors, and improvement actions.
  • Ensure problems are accurately categorized and prioritized.
  • Prevent recurring incidents by identifying trends and eliminating underlying causes.
  • Align resources with the highest-value opportunities.
  • Ensure problem tasks progress promptly, escalating when needed.
  • Define clear actions and responsibilities for each problem record.
  • Conduct root cause analysis to reduce the adverse impact of incidents across the IT infrastructure.
  • Engage in the Serious Incident process when required.
  • Report identified problems and corrective actions to relevant stakeholders.
  • Regularly review and report on Problem Management performance and quality.
  • Maintain comprehensive documentation of procedures, processes, and reports related to Problem Management.
  • Collaborate with process owners for Problem, Change, and Incident Management to identify improvements and develop supporting metrics.

These accountabilities describe the main activities but are not exhaustive. Responsibilities will evolve according to expertise level and ongoing projects.

Requirements:

  • Degree in Computer Science, Business Administration, or related field.
  • Basic knowledge of IT software and hardware.
  • Strong knowledge of IT Service Management processes.
  • Critical-thinking and root-cause-analysis skills.
  • Excellent communication skills and proficiency in English.
  • Ownership, initiative, and a proactive mindset.
  • A collaborative, team-player attitude.


WHY JOIN AMPLESHIFT?

Ampleshift was founded on the believe that technology should connect, not complicate.

We've seen what happens when innovation loses its human touch and we've chosen a different path.

Here, you'll work on impactful Problem Management initiatives, helping clients strengthen their IT resilience and transform the way they manage incidents and service quality. You'll collaborate with a team that values curiosity, respect, and excellence.

At Ampleshift, your growth matters as much as your skills.

We'll give you the freedom to explore, the tools to develop, and the support to excel because we know that when you thrive, so do our clients.

If you're ready to turn complex problems into long-lasting stability, your next challenge starts here.

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