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IT Problem Analyst, AVP
3 hours ago
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OCBC Group shall in no event be liable for any damages, loss or expense including without limitation, direct, indirect, special, or consequential damage, or economic loss arising from or in connection with any use of or access to any other website linked to this website, any system, server or connection failure, error, omission, interruption, delay in transmission, or computer virus and any services, products, information, data, software or other material obtained from this website or from any other website linked to this website. Any hyperlinks to any other websites are not an endorsement or verification of such websites and such websites should only be accessed at the user’s own risks. This exclusion clause shall take effect to the fullest extent permitted by law.You further consent to Oversea-Chinese Banking Corporation Limited, its related corporations (collectively, the "OCBC Group"), and their respective business partners and agents (collectively, the “OCBC Representatives”) collecting, using and disclosing your personal data for purposes reasonably required by the OCBC Group and the OCBC Representatives to enable them to process your employment application and assess your suitability for the position which you are applying for. Such purposes are set out in a Data Protection Policy, which is accessible at or available on request and which you confirm you have read and understood.IT Problem Analyst page is loaded## IT Problem Analystremote type: Onsitelocations: OCBC Singaporetime type: Full timeposted on: Posted Todayjob requisition id: JR # **WHO WE ARE:** Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.Your Opportunity Starts Here.# **Job Purpose**The IT Problem Analyst supports the IT Problem Manager in executing the end-to-end Problem Management lifecycle. This role focuses on detailed analysis, documentation, and coordination to prevent incident recurrence and improve service stability. The Problem Analyst ensures accurate RCA outputs, maintains the Known Error Database (KEDB), and provides actionable insights through trend analysis and reporting.**Key Responsibilities****Problem Management (ITIL-aligned)*** **Assist in the Problem Management lifecycle**: detection, logging, categorization, prioritization, RCA documentation, workaround updates, known error recording, and closure.* **Perform proactive analysis**: identify recurring issues through trend, pattern, and correlation analysis across incident, change, and monitoring data.* **Support RCA sessions**: participate in root cause investigations (e.g., 5 Whys, fishbone diagrams); document findings and ensure remediation actions are tracked.* **Workaround management**: update and validate workarounds in KEDB; ensure they are communicated to Service Desk and Technology Command Centre for rapid incident resolution.* **Coordinate remediation plans**: liaise with technical teams and Change Management to ensure fixes are risk-assessed and scheduled appropriately.**Known Error Database (KEDB) Management*** Maintain accurate and actionable KEDB entries, including symptoms, impacted services, root causes, workarounds, and permanent fix status.* Ensure KEDB integration with Incident Management workflows for quick search and application.* Monitor KEDB usage and effectiveness (search success rate, application rate) and recommend improvements.**Analytics & Reporting*** Build dashboards and reports on problem trends, RCA progress, and remediation status.* Provide insights on recurring incidents, MTTR, and change-induced failures to support continuous improvement.**Stakeholder Collaboration*** Work closely with Problem Manager, Service Desk, Technology Command Centre, and technical teams to ensure timely updates and governance compliance.* Communicate clearly during problem reviews and provide data-driven recommendations.# * Bachelor’s degree in Computer Science, Information Systems, or related field.* **2–4 years** in IT Operations or Service Management; exposure to Problem Management preferred.* Familiarity with ITIL practices (Incident, Problem, Change, Knowledge); ITIL v4 certification is an advantage.* Strong analytical, documentation, and communication skills.* Ability to work collaboratively across teams and manage multiple priorities.# # **What we offer:**Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.#J-18808-Ljbffr
