About the roleThis is a unique opportunity to join the Process Integration and Management (PIAM) team, in a role that goes beyond standard operations. As a PIAM Asset Management analyst, you'll be working within a dynamic and supportive ecosystem on a prestigious customer account, supporting critical service processes.
In this role you will be the operational lead for Major Incident Management and Problem Management, while also maintaining a strong working knowledge and assist in the delivery of key ITIL functions, including Asset Management, Change Management, and Release Management.
What you'll be doing - Preferable experience or understanding of Problem Management and Incident Management
- Logging and classification of all inbound disruptions, service requests, or user tickets.
- Prioritizing incidents based on business impact and urgency.
- Restoring service via fast workarounds or fixes to meet target SLAs.
- Escalating unresolved tickets smoothly to specialist second-line or third-line support teams.
- Communicating status updates clearly to affected users and stakeholders during outages.
- Closing incident files and confirming user satisfaction once normal operation resumes.
- Identifying the root cause of one or more recurring or high-impact incidents.
- Conducting systematic root cause analysis (RCA) using methods like the 5 Whys or Pareto analysis.
- Creating and publishing temporary workarounds for the service desk while permanent fixes are found.
- Submitting formal change requests for permanent architectural or code corrections.
- Maintaining a database of known errors and permanent solutions for future reference.
- Performing trend analysis on historical ticket data to proactively spot latent IT weaknesses.
- Audits process compliance to ensure IT support teams follow agreed-upon workflows.
- Manages the process of lifecycle, including design, rollout, and regular structural reviews.
- Reviews and approves critical process documentation, training materials, and standard templates
- Govern the Major Incident Management (MIM) framework for high-priority, business-critical outages.
- Convene Post-Incident Review (PIR) meetings for critical disruptions to initiate Root Cause Analysis (RCA).
- Mediate cross-functional conflicts regarding ticket ownership, prioritization, and technical accountability.
- Partner with Change Management to ensure permanent problem fixes are safely deployed to production.
- Define and monitor Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for both practices.
- Track operational metrics: Mean Time to Repair (MTTR), SLA breach rates, and first-contact resolution.
- Track systemic metrics: Incident recurrence rates, proactive problem volume, and open backlog trends.
- Deliver monthly performance data and risk assessments to IT executives and business stakeholders.
- Partner with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
- Embrace and support Computacenter's mission and core values.
What you have - Minimum of 5 years of experience working in an enterprise IT, service management, or business environment.
- Strong working knowledge of ITIL processes, including Asset, Change, and Release Management.
- Bachelor's degree in information technology, Business Administration, Engineering, or a related field, or equivalent practical experience.
- ITIL certifications preferred
- Active U.S. Government security clearance preferred.
- Ability to work independently and as part of a collaborative team.
- Good knowledge and experience of SAP, MS Office and MS Teams
- Strong communication, decision making, pro-active and stakeholder engagement skills
- Excellent skills in Root Cause Analysis
- Excellent attention to detail
- Strategic thinking and tactical execution skills
- Excellent written and verbal communication skills
- Strong organizational and time management skills with the ability to prioritize and manage multiple tasks simultaneously.
- Can build trust, be assertive when required and shows initiative and enthusiasm
- Resilience, and able to deal with stressful situations
- Business and financial acumen with strong analytical skills
- Demonstrate an understanding of product supply chains
- Commercially astute
- Team-oriented working and thinking
What you can expectThere's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.
