Problem Analyst

SmartRecruiters, Inc.; Bengaluru; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Eurofins Scientific is seeking an experienced Senior Problem Analyst to join its IT organization supporting critical business operations based in Bengaluru, India. You will drive root cause analysis, own the problem management lifecycle, coordinate across teams, and deliver actionable RCA reports with permanent fixes to improve production stability and resilience.

The role requires strong ITIL knowledge, experience in global 24/7 operations, and the ability to communicate technical findings in

Qualifications

• 5–10+ years in incident/problem management and production support.
• Proven experience handling major incidents in complex environments.
• Experience in global, multi-team, 24/7 operations.
• Strong ITIL knowledge and service management tooling.

Responsibilities

• Own end-to-end problem management lifecycle.
• Coordinate across application, infrastructure, and third-party teams.
• Ensure ITIL Problem Management processes are followed.
• Perform deep-dive analysis on recurring or critical incidents.
• Produce clear RCA reports with remediation plans.
• Identify systemic weaknesses and drive permanent fixes.
• Monitor incident trends to detect patterns and systemic risks.
• Communicate findings to IT leadership and stakeholders.

Skills

Incident / Problem Management

Global 24/7 Operations

Production Support

Stakeholder Communication

Analytical Troubleshooting

Tools

ServiceNow / Jira Service Management / BMC Remedy

Splunk

ELK Stack

Dynatrace

AppDynamics

Job description

Eurofins Scientificis an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and AgroScience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in‑vitro diagnostic products.

In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 59 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

In 2024, Eurofins generated total revenues of EUR 6.95 billion; and has been among the best performing stocks in Europe over the past 20 years.

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

• 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.
• 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.
• 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.

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