Problem Management Analyst

About the Role

Position ID: J0826-2115

Employment Type: Full Time

Main location: Bangalore, Chennai

Shift: 24/7 rotational

Key Responsibilities

• Own and manage the end-to-end Incident Management process in accordance with ITIL best practices.
• Monitor and manage incidents based on priority, severity, business impact, and urgency.
• Lead and coordinate Major Incident Management (MIM) activities.
• Act as the central point of coordination during major/high priority incidents.
• Ensure timely communication and regular updates to stakeholders during major incidents.
• Coordinate with Infrastructure, Application, Network, Security, Cloud, Service Desk, and third-party teams to restore services.
• Ensure incidents are logged, categorized, prioritized, assigned, and progressed appropriately.
• Monitor incident SLAs and drive timely resolution or escalation.
• Conduct major incident bridge calls and coordinate technical teams during service outages.
• Ensure appropriate escalation to management and relevant stakeholders when required.
• Prepare and distribute Major Incident Reports / Post Incident Reports.
• Work closely with Problem Management teams to identify recurring incidents and initiate RCA (Root Cause Analysis).
• Identify opportunities to improve incident response, resolution time, and service availability.
• Maintain incident management procedures, escalation matrices, contact lists, and operational documentation.
• Track incident trends and provide regular dashboards and management reports.
• Coordinate with vendors and service providers for incidents involving third-party services.
• Ensure lessons learned from major incidents are captured and implemented.

Requirements & Tech Stack

• 4-8 years of experience in Incident Management / IT Service Management / IT Operations.
• Strong understanding of ITIL Incident and Major Incident Management processes.
• Hands-on experience managing P1/P2 incidents and critical service outages.
• Experience coordinating multiple technical teams during high severity incidents.
• Strong understanding of SLA, OLA, escalation, prioritization, and service restoration processes.
• Excellent communication and stakeholder management skills.
• Ability to remain calm and organized during high-pressure situations.
• Strong analytical, problem-solving, and decision-making skills.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Experience preparing Major Incident Reports and coordinating post-incident reviews.
• Skills: Network, Remedy, Incident Management, ITIL, Problem Management.

Qualifications

• Bachelor's degree in Computer Science or related field or higher with a minimum of 5 years of relevant experience.