5B - Problem Analyst - Factory Mutual

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:

• 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. 

• 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. 

• 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.

• 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.

• 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. 

• 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

• 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 Us Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality
Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.