Title: Problem Management Analyst
Job location: Bengaluru/Pune
Years of experience: 7-10 years
Role Summary:
We are seeking a proactive, detail-oriented, and analytical Problem Management Analyst to join our team. The successful candidate will play a key role in identifying, analysing, and managing recurring incidents and underlying problems to minimize business impact and prevent future occurrences. Working collaboratively with cross-functional teams, the individual will lead root cause investigations, drive permanent corrective actions, engage with key stakeholders to implement preventive measures, and contribute to continuous service improvement initiatives.
The customer team is responsible for the production operations and support of the PLM toolset, predominantly 3DEXPERIENCE, and operates within an Agile framework. In this role, the successful candidate will become an integral part of the team, working closely with colleagues and customer stakeholders to enhance service stability, improve operational performance, and ensure the effective management of problems across the PLM landscape.
Dimension of Function:
- Business Impact: Plays a key role in improving service stability and reducing business disruption by identifying recurring issues, conducting root cause analysis, and driving the implementation of permanent corrective and preventive actions.
- Collaboration: Works closely with cross-functional teams, including Application Support, Infrastructure, Development, Service Operations, and Change Management, to investigate problems, coordinate resolution activities, and ensure timely implementation of solutions.
- Continuous Improvement: Drives continual service improvement by analysing incident and problem trends, identifying opportunities for process optimization, and implementing measures to reduce incident recurrence and enhance operational efficiency.
- Communication: Demonstrates strong communication and documentation skills by facilitating problem review discussions, preparing root cause analysis reports, tracking action items, and providing regular updates to stakeholders on problem management activities and outcomes.
- Stakeholder Management: Engages effectively with technical teams, service managers, business stakeholders, and customers to align on priorities, communicate progress, manage expectations, and ensure successful resolution of problems and delivery of service improvements.
Area of Responsibility:
- Investigate recurring incidents and problems to identify root causes.
- Coordinate with stakeholders to drive problem resolution and prevent reoccurrence.
- Work with cross-functional teams to prioritize and resolve identified problems.
- Document root cause analyses, resolutions, and known workarounds.
- Track and report problem management activities and outcomes.
- Analyse incident trends to identify improvement opportunities and prevent future issues.
- Participate in major incident reviews and post-incident analysis activities.
- Support continuous service improvement initiatives to enhance service stability.
- Promote problem management best practices across teams.
- Participate in Agile ceremonies, including sprint planning, stand-ups, reviews, and retrospectives.
Knowledge / Experience:
- Minimum 7+ years of experience in Problem Management, Incident Management, or IT Service Operations.
- Experience in managing recurring incidents, conducting Root Cause Analysis (RCA), and driving permanent resolutions.
- Strong analytical, troubleshooting, and problem-solving skills.
- Hands-on experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
- Excellent communication and stakeholder management skills with a focus on service improvement and user experience.
- Ability to collaborate effectively with cross-functional technical and business teams.
- Good understanding of ITIL Problem, Incident, and Change Management processes.
- Strong verbal and written communication skills, including RCA documentation and stakeholder reporting.
- Experience working in Agile environments and engaging with product owners and end users.
- Proficient in Microsoft 365 applications, including Excel, Word, PowerPoint, Outlook, and Microsoft Teams.
Desirable:
- ITIL Foundation or related certification.
- Experience with data analysis and reporting tools.
- Knowledge of IT Service Management best practices and standards.
- Familiarity with Jira and Confluence.
- Experience working in Agile environments (Scrum, Kanban).
- Understanding of Agile and scaled Agile methodologies.
- Experience in Automotive, Aerospace, or Manufacturing domains.
- Exposure to PLM tools, preferably 3DEXPERIENCE.
Personal Profile:
- An individual who has a determined approach to resolving problems
- An individual with the ability to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.
- An individual with excellent communication skills and who is able to negotiate with both engineers and senior managers to effect process and tool changes.
- A resilient and enthusiastic individual who responds constructively to new ideas and inputs.
- An individual with a passion for learning.
- An effective team player, actively develops and supports team member
Competences:
- Customer Centricity- Ensures the delivery of exceptional customer service – EXPERT
- Business Acumen - Applies appropriate strategic logic to decisions and initiatives in one's area – PROFICIENT
- Decision Making - Identifies and analyses information to make decisions and solve problems – PROFICIENT
- Teamwork & Collaboration - Fosters a sense of teamwork, leverages differences, and facilitates the effective interaction and contribution of others to achieve goals – EXPERT
- People Development - Ensures the availability and development of the talent needed to meet current and future organizational goals – PROFICIENT
- Lead Courageously - Takes personal and organizational risks to do what is right and achieve organizational success, and supports others who do so – PROFICIENT
- Developing & Managing Relationships - Develops and maintains constructive, open and honest relationships with others – EXPERT
- Displays Global Perspective - Establishes and promotes effective business operations across multiple countries and/or regions and coordinates appropriately with the broader global business – PROFICIENT
