Job Description

Job Summary:


The Problem Management Analyst is responsible for leading the identification, investigation, analysis, and resolution of recurring and high-impact IT problems. This role drives root cause analysis (RCA), coordinates cross-functional teams, manages problem records, and ensures permanent corrective actions are implemented to reduce service disruptions and improve operational stability. The analyst works closely with Incident Management, Change Management, Service Owners (IT teams), Engineering teams, and business stakeholders.

KEY RESPONSIBILITIES

Problem Management

  • Own and manage the lifecycle of high-priority and recurring problem records.
  • Conduct trend analysis to identify underlying issues impacting services.
  • Facilitate root cause investigations using methodologies such as 5 Whys, Fishbone (Ishikawa) Analysis, Fault Tree Analysis, etc.
  • Ensure known errors and workarounds are documen...

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