Sr It Analyst - Problem Management

The Sr IT Analyst is responsible for leading the **Problem Management practice**to proactively and reactively reduce the impact and recurrence of incidents, improve service stability, and protect business outcomes.
The role applies **ITIL v4 Problem Management principles**, data‐driven analysis, and **AI‐enabled insights**to identify systemic issues, drive effective root‐cause analysis, and ensure corrective and preventive actions are implemented and measured.
By leveraging **KPIs, analytics, and continual improvement practices**, the role partners with Service Owners, Application teams, and IT leadership to enhance operational resilience, increase transparency, and continuously improve service quality
**A) Problem Management (Proactive & Reactive)**:
- Align Problem Management activities to ITIL v4 practices by reinforcing the distinction between incidents and problems, focusing on value creation through prevention of recurring incidents and reduction of business im...