Problem Analyst
Hybrid · Bengaluru, Karnataka, India
Job Summary
Problem Analyst responsible for end-to-end problem management in a high-availability IT environment. Own identification, investigation, RCA, resolution, and closure of problems; coordinate across application, infrastructure, and third-party teams; ensure ITIL Problem Management adherence. Perform deep-dive RCA on recurring incidents using methodologies such as 5 Why’s, Ishikawa, or Fault Tree Analysis; produce actionable reports with remediation plans; drive permanent fixes. Monitor incident trends to detect patterns and systemic risks; initiate problem records proactively. Communicate findings clearly to IT leadership, business stakeholders, and operations; facilitate post-incident reviews and ensure lessons learned are implemented. Contribute to governance and process excellence with knowledge-base articles and runbooks; mentor junior analysts to mature the organization.
Required Qualifications
- 5–10+ years in Incident / Problem Management
- Experience in ITIL-based environments
- Proven ability to lead end-to-end problem management lifecycle
- Strong RCA capability with structured methods (5 Why’s, Ishikawa, Fault Tree)
- Experience in global, multi-team, 24/7 operations
- Cloud environments (Azure)
- SQL databases
- APIs and integration layers
- Experience with log analysis tools (Splunk, ELK, Dynatrace, AppDynamics)
- Proficiency with ServiceNow / BMC Remedy / Jira Service Management
- Strong communication and stakeholder management
- Mentoring and leadership abilities
Desired Qualifications
- 5–10+ years in Incident / Problem Management
- ITIL best practices
- Experience in global, multi-team, 24/7 operations
- Strong understanding of distributed systems and enterprise applications
- Cloud environments (Azure)
- Databases (SQL)
- APIs and integration layers
- Ability to analyse logs (Splunk, ELK, Dynatrace, AppDynamics) and monitoring dashboards
- ServiceNow / BMC Remedy / Jira Service Management
- Experience implementing RCA best practices
- Mentor junior analysts and support organizational maturity
- Excellent analytical and troubleshooting skills
- Strong communication and stakeholder management skills
- Proactive mindset with ownership
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