Problem Management Analyst

Athena BharatJobs; Dadri; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Athena BharatJobs in India is seeking an experienced Problem Manager to own end-to-end problem management, perform RCA using 5 Whys, Fishbone, Kepner-Tregoe, and coordinate across technical teams to resolve underlying issues.

You will publish dashboards and reports, support PIRs and major incident reviews, ensure compliance with ITIL and internal policies, and contribute to executive-level decision making.

Qualifications

• Strong knowledge of ITIL Incident, Problem, and Change Management.
• Hands-on experience with RCA methodologies.
• Excellent analytical and troubleshooting skills.
• Strong stakeholder management and communication skills.
• Ability to coordinate cross-functional technical teams.
• Experience in preparing executive reports and dashboards.

Responsibilities

• Own and manage the end-to-end Problem Management process.
• Perform Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, Kepner-Tregoe, etc.
• Identify recurring incidents and proactively create problem records.
• Coordinate with technical teams to investigate and resolve underlying issues.
• Drive permanent fixes through the Change Management process.
• Track Known Errors and maintain the Known Error Database (KEDB).
• Monitor problem trends and recommend preventive actions.
• Ensure timely completion and quality of RCA reports.
• Conduct Problem Review meetings with stakeholders.
• Publish problem management dashboards, KPIs, and management reports.
• Ensure compliance with ITIL best practices and organizational policies.
• Support Major Incident reviews and Post Incident Reviews (PIR).

Skills

ITIL Incident/Problem/Change

Root Cause Analysis

Stakeholder Management

Executive Reporting

Cross-functional coordination

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Role & responsibilities

Key Responsibilities

• Own and manage the end-to-end Problem Management process.
• Perform Root Cause Analysis (RCA) using methodologies such as 5 Whys, Fishbone, Kepner-Tregoe, etc.
• Identify recurring incidents and proactively create problem records.
• Coordinate with technical teams to investigate and resolve underlying issues.
• Drive permanent fixes through the Change Management process.
• Track Known Errors and maintain the Known Error Database (KEDB).
• Monitor problem trends and recommend preventive actions.
• Ensure timely completion and quality of RCA reports.
• Conduct Problem Review meetings with stakeholders.
• Publish problem management dashboards, KPIs, and management reports.
• Ensure compliance with ITIL best practices and organizational policies.
• Support Major Incident reviews and Post Incident Reviews (PIR).

Required Skills

• Strong knowledge of ITIL Incident, Problem, and Change Management.
• Experience with RCA methodologies.
• Hands‑on experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
• Excellent analytical and troubleshooting skills.
• Strong stakeholder management and communication skills.
• Ability to coordinate cross‑functional technical teams.
• Experience in preparing executive reports and dashboards.