Problem Analyst

Infosys Limited Digital • $95K — $115K *
US-AnywhereRemote in United States
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience required.
  • 7 years of IT operations or service management experience.
  • Strong knowledge of ITIL Problem Management processes.
  • Understanding of applications, business systems, and infrastructure components.
  • Exceptional analytical capability with a detail-oriented mindset.

Responsibilities

  • Lead and enhance the Root Cause Analysis process with technical teams.
  • Ensure documentation and approval for RCA findings.
  • Drive deep investigations using data and trend analysis.
  • Apply the ITIL framework to discern and report IT problems.
  • Determine problem priority and necessary remedial actions based on SLAs.
  • Champion adherence to Problem Management best practices.
  • Collaborate with incident teams and stakeholders for coordinated execution.

Benefits

  • Continuous learning and development opportunities.
  • Opportunity to drive process improvements across the organization.
  • Engagement in cross-functional initiatives and stakeholder collaboration.
Full Job Description
Job Description

Problem Analyst
Operations Manager

The Problem Analyst plays a critical role within the IT Service Management (ITSM) organization, responsible for driving the Problem Management process to identify root causes, eliminate recurring incidents, and improve overall service stability. This role conducts structured root cause analysis (RCA), collaborates with technical and incident teams, maintains Problem Management governance practices, and ensures that corrective actions are properly implemented and validated.
This position requires strong analytical skills, deep understanding of ITIL processes, and the ability to lead cross-functional efforts to resolve problems effectively.

Key Responsibilities:

Root Cause Analysis & Problem Investigation
  • 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.
Problem Management Process Execution
  • 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.

Collaboration & Stakeholder Alignment
  • 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.

Continuous Improvement & Preventative Action
  • 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.

Documentation, Reporting, & Training
  • 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.
Basic Qualifications:
  • 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

Preferred Qualifications:
  • 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.

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face.

About Infosys Limited Digital

Infosys Limited Digital Careers

Joining Infosys Limited Digital offers a unique opportunity to be part of a global team of professionals who are at the forefront of digital innovation and transformation. Infosys Limited Digital is renowned for its commitment to leadership in technology services and consulting, making it an ideal place for ambitious individuals seeking growth and career advancement.

Explore Job Opportunities

Infosys Limited Digital is actively seeking talented individuals to join their team. With a variety of job opportunities available, candidates can find positions that match their skills and interests. The company values diversity and inclusivity, ensuring that all team members have the opportunity to contribute to their fullest potential.

Experience Professional Growth

At Infosys Limited Digital, professional growth is a priority. The company offers comprehensive benefits and diversity training programs that support both personal and professional development. Employees are encouraged to take leadership roles within projects, fostering a culture of innovation and continuous improvement.

Engage in Meaningful Work

Employees at Infosys Limited Digital engage in projects that transform businesses and industries worldwide. By leveraging cutting-edge technology and deep industry expertise, the team delivers solutions that meet the complex demands of today's digital landscape.

Internship Programs

For those starting their careers, Infosys Limited Digital’s internship programs provide a robust platform for learning and development. Interns gain hands-on experience, working alongside seasoned professionals on real-world projects. This not only enhances their skills but also prepares them for future employment opportunities within the company.

Join a Collaborative Team

Infosys Limited Digital prides itself on its collaborative culture. Team members from around the globe come together to share ideas and strategies, ensuring the best outcomes for clients and stakeholders. Networking within the company is highly encouraged, opening doors to myriad opportunities for career advancement.

Prepare for Your Interview

When applying for a position at Infosys Limited Digital, it is crucial to tailor your resume to highlight relevant experience and skills. Preparation for the interview process is key, as it is a chance to demonstrate how your background aligns with the company’s needs and values.

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Information Technology
* Ladders Estimates

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