Problem Analyst – Remote (US)

About the role

The Problem Analyst is a key member of Infosys' IT Service Management (ITSM) team, responsible for driving the Problem Management process across the United States. You will lead root‑cause investigations, eliminate recurring incidents, and enhance overall service stability.

Key responsibilities

• Lead and continuously improve the end‑to‑end Root Cause Analysis (RCA) process in partnership with technical support teams.
• Conduct deep investigations using data trends and technical insights to uncover underlying issues.
• Apply the ITIL Problem Management framework to prioritize problems, define service levels, and determine remedial actions.
• Collaborate with Incident Management, Major Incident owners, and technical SMEs to align efforts and drive resolutions.
• Build business cases for eliminating recurring problems and track the effectiveness of corrective actions.
• Maintain comprehensive problem records, RCA documentation, and governance artifacts; provide performance data for operational reporting.

Required profile

• Strong analytical abilities with a proven track record in problem investigation.
• Deep understanding of ITIL processes and ITSM best practices.
• Ability to lead cross‑functional teams and influence stakeholders.
• Excellent documentation and reporting skills.

Required skills

• ITIL
• Problem Management
• Root Cause Analysis
• Data analysis