SIAM Problem Analyst: Root Cause & Service Stability

Capgemini; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Capgemini is seeking a SIAM Problem Analyst to own end-to-end problem management across a multi-supplier IT environment. You will drive root cause analysis with suppliers and internal teams, manage problem records, and deliver permanent fixes to reduce incidents and improve service stability.

The role requires strong ITSM/ITIL knowledge, stakeholder management, and the ability to analyse trends to drive continual improvement.

Qualifications

• Proven experience in Problem Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and the coordination of services across multiple support teams and service towers.
• Experience conducting and facilitating root cause analysis, managing problem records, and driving permanent resolutions to reduce recurring service issues.
• Strong knowledge of ITSM practices, including Problem, Incident, Change, Service Level, and Supplier Management, with a good understanding of ITIL.
• Ability to analyse incident, problem, and service performance data to identify trends, risks, recurring issues, and opportunities for continual improvement.
• Excellent stakeholder management, communication, and analytical skills, with the ability to influence suppliers and engage effectively with technical teams, customers, and senior leaders.

Responsibilities

• Own the end-to-end Problem Management process across a multi-supplier service environment, ensuring problems are identified, prioritised, investigated, and managed effectively to reduce service disruption.
• Coordinate suppliers and internal support teams to perform root cause analysis, identify permanent fixes, and drive resolution of underlying service issues.
• Manage the lifecycle of problem records, ensuring timely investigation, escalation, communication, and governance in line with agreed processes and service levels.
• Monitor incident and problem trends, identifying recurring issues, risks, and opportunities to improve service stability, resilience, and performance.
• Chair problem review meetings and facilitate cross-supplier collaboration to address complex issues, remove barriers, and ensure accountability for actions and outcomes.
• Produce meaningful problem management reports, trend analysis, and management information to support operational, governance, and strategic decision‑making.
• Lead continual improvement activities arising from problem investigations, ensuring lessons learned, corrective actions, and preventative measures are tracked and delivered.

Skills

Problem Management

Service Management

Service Integration

ITIL / ITSM

Root Cause Analysis

Stakeholder Management

Job description

Capgemini is seeking a SIAM Problem Analyst to own end-to-end problem management across a multi-supplier IT environment. You will drive root cause analysis with suppliers and internal teams, manage problem records, and deliver permanent fixes to reduce incidents and improve service stability.

The role requires strong ITSM/ITIL knowledge, stakeholder management, and the ability to analyse trends to drive continual improvement.