Monitoring & Problem Management Analyst

6 dni temu

Wrocław, Województwo dolnośląskie, Polska Infor Inc. Pełny etat

As a Monitoring & Problem Management Analyst in the Infor Managed Services (IMS) team, you will play a key role in ensuring the stability and efficiency of customer environments by leveraging monitoring, analytics, and problem management best practices. This position focuses on analyzing incident patterns, identifying underlying issues, and supporting continuous improvement initiatives through data-driven insights.

You will work closely with internal teams from Infor Global Support, Operations, and Development to provide actionable insights and implement automation initiatives that optimize service execution and ensure world-class managed services support.

Key Responsibilities:

  • Design, implement, and optimize monitoring solutions to ensure proactive incident detection and prevention.
  • Analyze incidents and identify recurring issues, group them into actionable problems, and interpret metrics from monitoring tools and reporting systems to identify trends, performance bottlenecks, and areas for improvement.
  • Perform root cause analysis to recommend and implement optimization strategies.
  • Maintain a problem backlog, prioritizing issues based on business impact.
  • Design and develop tools to monitor critical business processes and automate resolution workflows to improve efficiency and response times.
  • Collaborate with Support, Operations, and Development teams to automate and enhance service delivery processes.
  • Utilize APM (Application Performance Monitoring) and infrastructure monitoring tools to provide deep insights into system performance.
  • Create and maintain sustainable systems and services through process automation and data-driven decision-making.
  • Develop dashboards and reports to track incident trends and problem resolution effectiveness.
  • Actively participate in the Continuous Improvement process, contributing recommendations and implementing enhancements to drive better outcomes.

What You Will Need:

  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • Strong expertise in monitoring and observability tools (e.g., UIM, Monocle, Sumologic, Grafana).
  • Strong knowledge of MS Excel and SQL, with the ability to analyze and visualize data effectively.
  • Experience with monitoring tools and reporting systems.
  • A proactive approach to identifying issues, proposing solutions, and driving optimizations.
  • Excellent analytical and problem-solving skills, with a keen attention to detail.
  • Strong communication skills (both written and verbal) in English, with the ability to articulate technical concepts to both technical and non-technical audiences.
  • Ability to work independently as well as collaboratively within a team.
  • Solid understanding of the ITIL framework, especially incident and problem management.
  • Excellent problem-solving skills with a proactive mindset.

What Will Put You Ahead:

  • Familiarity with automation technologies, scripting, or programming languages (e.g., Python, PowerShell).
  • Experience and familiarity with ERP systems.
  • Experience in process analysis, design, and documentation.
  • Experience in SRE (Site Reliability Engineering) or DevOps methodologies.

About Infor:

Infor is a global leader in business cloud software products for companies in industry-specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that's why we created a policy that you can read here.

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