IT Problem Management Lead & RCA Expert

Infosys; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Infosys BPM Limited in the United States is seeking a Problem Analyst-Operations Manager to drive the Problem Management process, identify root causes, and improve service stability across IT services.

You will lead RCA activities, collaborate with incident teams, and implement corrective actions, while ensuring governance and measurable improvements in SLA performance.

The role requires strong ITIL expertise, analytics, and the ability to lead cross‑functional initiatives.

Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in lieu of every year of education
• 9 years of IT operations, service management, or problem/incident management experience

Responsibilities

• Lead, maintain, and enhance the end‑to‑end Root Cause Analysis process in partnership with technical support teams to ensure optimal long‑term resolutions.
• Ensure approval of RCA results and proper documentation of findings.
• Drive deep investigation using data, trend analysis, and technical insights to uncover underlying issues rather than symptoms.
• Support and apply the ITIL Problem Management framework to discern, research, and report IT problems.
• Determine problem priority, service levels, and required remedial actions in line with SLA objectives.
• Own and champion the Problem Management practice, ensuring adherence to best‑practice governance frameworks.
• Collaborate with Incident Management and Major Incident owners to ensure alignment, transparency, and coordinated process execution.
• Lead or support incident teams when required to gather data, clarify problem symptoms, or move toward resolution.
• Partner with technical SMEs, service owners, and engineers to validate root causes and implement corrective actions.
• Build business cases to eliminate recurring problems and present them to decision‑makers for approval.
• Support implementation of corrective actions and track their effectiveness through measurable improvement indicators.
• Stay current with IT trends and practices relating to applications, systems, networks, and ITIL frameworks.
• Maintain problem records, RCA documents, governance artifacts, and post‑review outcomes.
• Provide performance data such as SLA measurements and problem trends to support operational reporting.
• Onboard and train vendors and internal teams on Problem Management processes.

Skills

Analytical thinking

ITIL knowledge

Cross-functional coordination

Data analysis

Education

Bachelor’s degree or foreign equivalent

Job description

Infosys BPM Limited in the United States is seeking a Problem Analyst-Operations Manager to drive the Problem Management process, identify root causes, and improve service stability across IT services.

You will lead RCA activities, collaborate with incident teams, and implement corrective actions, while ensuring governance and measurable improvements in SLA performance.

The role requires strong ITIL expertise, analytics, and the ability to lead cross‑functional initiatives.