Problem Analyst

Summary

We are seeking an experienced (Senior) Problem Analyst to join an IT organisation supporting multiple IT Solutions critical for Business daily operations. This role is pivotal in driving root cause analysis (RCA) across software and infrastructure layers. You will operate in a high-pressure, mission-critical environment, collaborating with cross-functional teams to eliminate recurring issues and strengthen system resilience.

Key Responsibilities

1. Problem Management

• Own end-to-end problem management lifecycle (identification, investigation, RCA, resolution, closure).
• Act as coordinator across application, infrastructure, and third-party teams when necessary.
• Ensure adherence to ITIL Problem Management process.

2. Root Cause Analysis (RCA) & Continuous Improvement

• Perform deep-dive analysis on recurring or critical incidents (software defects, infrastructure failures, integration issues).
• Use structured methods such as 5 Why’s, Ishikawa (Fishbone) or Fault Tree Analysis
• Produce clear, actionable RCA reports with remediation plans.
• Identify systemic weaknesses and drive permanent fixes, not just workarounds.

3. Production Stability & Reliability

• Monitor trends in incidents to detect patterns and systemic risks.
• Proactively initiate problem records based on data analysis.

4. Stakeholder Communication

• Provide clear, concise communication to IT leadership, Business stakeholders and Operations teams
• Facilitate post-incident reviews (PIRs) and ensure lessons learned are implemented.
• Communicate technical findings in business-understandable language.

5. Governance & Process Excellence

• Ensure compliance with:
• ITIL best practices
• Internal SLAs / OLAs
• Maintain and improve knowledge base articles (KBA).
• Contribute to runbooks/playbooks for incident handling.

6. Collaboration & Leadership

• Challenge teams constructively to drive accountability and quality.
• Mentor junior analysts and support organizational maturity.

Required Skills & Experience

• 5–10+ years in:
• Incident / Problem Management
• Production Support / Application Support
• Proven experience handling/contributing to major incidents in complex environments.
• Experience in global, multi-team, 24/7 operations.

Technical Skills

• 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, etc.)
• Monitoring dashboards

Process & Methodology

• Strong knowledge of ITIL (Incident, Problem, Change).
• Experience with tools such as: ServiceNow / BMC Remedy / Jira Service Management
• Experience implementing RCA best practices.

Soft Skills

• Excellent analytical and troubleshooting skills.
• Ability to remain calm under pressure.
• Strong communication and stakeholder management skills.
• Proactive mindset with a bias for action and ownership.