Problem Management Associate

Role Overview

The Problem Management Associate plays a key role in overseeing the entire lifecycle of IT problems, from identification and investigation to documentation, critical issue, and resolution. This position is dedicated to minimizing the adverse impact of IT incidents on the business by conducting thorough root cause analysis and proactively preventing the recurrence of issues.

Work closely with aligned technical teams to help identify and classify problems and their root causes, coordinate with IT teams to track and coordinate permanent solutions to incidents, and handle the Problem Management lifecycle from identification to closure.

This role involves crafting exceptional root cause analysis documentation, employing investigative techniques to ensure that issues are thoroughly resolved, and promoting a culture of continuous improvement and proactive problem management.

• Minimum of 2 years of related experience
• Bachelor's degree preferred and/or equivalent experience
• Previous experience in IT Service Management preferably using ITIL processes
• Strong analytical and problem‑solving skills
• Familiarity with data analytics tools and processes
• Excellent communication and coordination skills
• Ability to work with cross‑functional teams and manage multiple tasks simultaneously
• Knowledge of ITSM tools such as Service Now
• General technical background in incident management, OSI layer analysis, CI/CD, SDLC, database, Mainframe, MQ, Networks, and Cyber

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well‑being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well‑being
• Flexible/hybrid model of 3 days onsite and 2 days remote