Job Description The role is hybrid office based in either Chippenham or Hartlepool. The Problem and Capacity Analyst role is a varied and exciting role. The role is to ensure the day-to-day Problem and Capacity Management process activities are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with the supporting the delivery of a high performance and reliable IT capability worldwide. Working within the Cyber, Service and Technology (CST) division and reporting to the Problem and Capacity Team Leader, the successful candidate will be responsible for providing Problem and Capacity Management to NEC and our customers. The Problem Management Team is responsible for minimising the adverse impact of Incidents and Problems on the business caused by errors within the IT Infrastructure and applications. This may be proactive or reactive. The successful candidate will show the ability to problem solve, have good written and verbal communication skills with the ability to be influential and persuasive and work collaboratively with business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000. Responsibilities include: Following the documented Problem & Capacity Management process and any sub-processes. Ensure the Problem Management processes interface with all service management teams, such as Major Incident and Change Management. Support multiple contracts, providing Problem Management support and liaising directly with support teams. Create Problems & Known Errors in accordance with the Problem Management Process. Ensure all Problem Records are recorded, assessed, classified, prioritised, assigned and actioned appropriately. Providing proactive and reactive Incident analysis to identify new Problems. Identify Problems by using event log error analysis and other tools, providing evidence to engineers to identify root causes. Coordinate key staff using conference calls to form action plans to complete root cause analysis. Provide Incident trending throughout the lifecycle of a Problem. Update Knowledge Base with workarounds and known errors. Arrange and hold regular review meetings to discuss monthly reports and escalate any issues or bottlenecks within the process. Responsible for attending customer meeting as required for designated accounts. Identify and raise risks which could potentially impact the problem management process Review process documentation and any contract specific documentation. Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.