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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.
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📌 Problem Analyts Bogotá (Colombia)
🏢 Stefanini LATAM
📍 Colombia