Problem Analyst (ST Telemedia Global Data Centres Philippines)

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

STT GDC Philippines is a joint venture between Globe, Ayala and STT GDC.

ST Telemedia Global Data Centres is one of the fastest-growing data centre providers, headquartered in Singapore. With a global platform of data centres in the world’s major business markets of over 170 facilities across Singapore, the UK, India, China, Thailand, South Korea, Indonesia, Japan and the Philippines, STT GDC offers a full suite of best-in-class, highly scalable and flexible data centre solutions, connectivity and support services that best meet customers’ current and future colocation needs

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Analyses data trends on incidents to identify problem candidates. Gatekeepers Problem escalation coming from Incident and Operations. Records the relevant details of the identified problems and manages the problem creation to problem closure including KEDB management in the Problem Management Tool (Data Centre Management System) . Proactive coordination and escalation of priority problems to the Problem Manager & SME.Problem Analyst will act as Problem Manager in the absence of the Problem Manager and/or when on leave.

• Uses standard problem analysis techniques to facilitate identification and validation of the root cause in collaboration with Problem Owners and Subject Matter Experts.
• Provides skills and knowledge to facilitate root cause analysis of problems, development of workarounds and/or permanent resolutions with the assistance of Subject Matter Experts.
• Facilitates the development of workarounds for known errors in collaboration with Problem
• Owners and Subject Matter Experts and document workarounds in problem records.
• Documents the known error in the KEDB.
• Gathers, interprets, and uses complex data to develop actionable steps that will improve processes and optimize results.
• Facilitates the development of permanent resolutions for known errors in collaboration with Problem Owners and Subject Matter Experts.
• Assists the Problem Owners in monitoring and reviewing the effectiveness of deployed permanent resolution.
• Documents the deployed permanent resolution in the problem record and known error record.
• Assists the Problem Manager in validating that the root cause has been eliminated upon deployment of the permanent resolution.
• Closes problem record and known error record with sufficient detail.
• Co-chairs In-country Problem Review Board meetings.
  
  
  

Qualifications

• Bachelor's and College Degree in Engineering & Information Technology, Information Systems related courses and/or equivalent is a priority
• Bachelor's and College Degree in Computer Science, Education, Technical, Business, Business/Administration, Science, Management
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

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