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¿Por qué te elegiremos? Porque los desafíos que asumirás reflejan tus ambiciones
Responsabilidades y atribuciones Root Cause Analysis (RCA)
- Perform deep investigations to identify the root cause of recurring or major incidents.
- Use structured methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.) to determine the underlying issues.

Problem Identification & Prioritization
- Analyze incident trends and patterns to detect potential problems before they escalate.
- Prioritize problems based on impact, frequency, and business risk.

Problem Logging & Documentation
- Maintain detailed records of problems, workarounds, and permanent fixes.
- Document Known Errors and ensure availability in the Knowledge Base.

Coordination of Permanent Fixes
- Collaborate with technical teams, developers, infrastructure, and vendors to implement long‑term solutions.




- Track the status of corrective actions and ensure timely resolution.

Preventive Action Planning
- Recommend proactive measures that reduce incident recurrence.
- Support improvement initiatives to increase system stability and reduce operational risk.

Major Incident Follow‑Up
- Participate in post‑incident reviews and contribute insights to the RCA process.
- Help document lessons learned and corrective actions after major outages.

Trend & Data Analysis
- Review metrics to identify areas of improvement (MTTR, frequency, categories, impacted services).
- Produce regular reporting for leadership on problem trends and performance.

Knowledge Base Improvement
- Ensure workarounds and permanent fixes are accurately captured in the KB.
- Promote knowledge sharing across Service Desk and technical teams.

Process Compliance & Quality Assurance
- Ensure all problem records adhere to ITIL and organizational standards.
- Validate that pr

📌 Problem Analyts (Bogotá)
🏢 Stefanini LATAM
📍 Bogotá