Problem Management Analyst

Role Summary:
We are seeking a motivated and analytical Problem Management Analyst with a B.Sc. degree to join our dynamic team in Mangalore. This role is crucial for identifying, analyzing, and resolving the root causes of recurring incidents within our aviation maintenance operations. You will play a key part in improving system stability and reducing the impact of disruptions on our services. This is an excellent opportunity for an early-career professional looking to build expertise in a critical ITIL-aligned process within the aviation industry.

Key Responsibilities:

Proactively monitor system performance and incident logs to identify potential recurring problems.
Conduct root cause analysis (RCA) for major and recurring incidents, documenting findings and recommendations.
Collaborate with technical teams (e.g., engineering, IT operations) to implement permanent solutions and workarounds.
Develop and maintain a knowledge base of known errors and their resolutions.
Track the progress of problem resolution and ensure timely closure.
Contribute to the continuous improvement of the problem management process and its integration with other ITIL processes.
Prepare reports on problem trends, resolution effectiveness, and impact on service availability.
Participate in post-incident reviews to capture lessons learned and prevent recurrence.