Note: The job is a remote job and is open to candidates in USA. Infosys BPM provides end-to-end business process management services and integrated IT and BPM solutions. The Problem Analyst Operations Manager drives Problem Management within the IT Service Management organization by leading root cause analysis, coordinating corrective actions, maintaining governance, and improving service stability.
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
- * Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
- * 7 years of IT operations, service management, or problem/incident management experience
- * Strong knowledge of ITIL Problem Management processes and frameworks
- * Understanding of applications, business systems, networks, and infrastructure components
- * Detail‑oriented, methodical thinking with exceptional analytical capability
- * Ability to analyze data trends, identify patterns, and derive actionable insights
- * Demonstrated ability to champion process improvements and lead cross‑functional initiatives
- * Commitment to continual service improvement and proactive problem prevention
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