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How having a problem solving mindset helps with incident management

From an early age, I enjoyed taking apart my remote control cars and computers when they needed repairs.

This is likely to have stemmed from my father, whom at the time, was in a problem management role, from repairs on ATMs to IT support.

As a result, I was very fortunate to have the opportunity to be around computers and the components within them. There wasn’t an abundance of YouTube tutorials or online how-tos in the 90s, compared to the millions of resources out there today.

My enthusiasm in computing continued on. I recently built 2 gaming machines from scratch and having a degree in Computer Science helps me to understand how web-based applications function.  

I joined Invotra in November 2017 as a First Line Support Analyst and Internal IT manager.

When it comes to diagnosing an issue, whether it’s a car or a mobile phone, understanding the ‘moving parts’ is essential. After that, it’s a case of using your knowledge and experience to identify the symptoms and begin checking off possible root causes.

My knowledge of the product, incident and problem management is constantly evolving. This benefits my role when it comes to investigating incidents and helps us to ensure we always meet our Service Level Agreements (SLA).

Working with like-minded individuals helps with managing incidents as we pride ourselves on providing an excellent service to our customers and we’re always striving to improve our skills to reduce the amount of time it takes to resolve incidents.

If you share the same characteristics and have a passion for problem solving, a career in Live Services/Incident Management could be for you.

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