Summary
We are seeking an experienced (
Senior) Problem Analyst
to join an IT organisation supporting multiple IT Solutions critical for Business daily operations. This role is pivotal in
driving root cause analysis (RCA)
across software and infrastructure layers. You will operate in a
high-pressure, mission-critical environment
, collaborating with cross-functional teams to
eliminate recurring issues and strengthen system resilience
.
Key Responsibilities
1. Problem Management
Own
end-to-end problem management lifecycle
(identification, investigation, RCA, resolution, closure).
Act as
coordinator
across application, infrastructure, and third-party teams when necessary.
Ensure adherence to
ITIL Problem Management process
.
2. Root Cause Analysis (RCA) & Continuous Improvement
Perform
deep-dive analysis
on recurring or critical incidents (software defects, infrastructure failures, integration issues).
Use structured methods such as 5 Why’s, Ishikawa (Fishbone) or Fault Tree Analysis
Produce
clear, actionable RCA reports
with remediation plans.
Identify systemic weaknesses and drive
permanent fixes
, not just workarounds.
3. Production Stability & Reliability
Monitor trends in incidents to detect
patterns and systemic risks
.
Proactively initiate
problem records
based on data analysis.
4. Stakeholder Communication
Provide
clear, concise communication
to IT leadership, Business stakeholders and Operations teams
Facilitate
post-incident reviews (PIRs)
and ensure lessons learned are implemented.
Communicate technical findings in
business-understandable language
.
5. Governance & Process Excellence
Ensure compliance with:
ITIL best practices
Internal SLAs / OLAs
Maintain and improve
knowledge base articles (KBA)
.
Contribute to
runbooks/playbooks
for incident handling.
6. Collaboration & Leadership
Challenge teams constructively to
drive accountability and quality
.
Mentor junior analysts and support organizational maturity.
Required Skills & Experience
5–10+ years in:
Incident / Problem Management
Production Support / Application Support
Proven experience handling/contributing to
major incidents in complex environments
.
Experience in
global, multi-team, 24/7 operations
.
Technical Skills
Strong understanding of:
Distributed systems and enterprise applications
Cloud environments (Azure)
Databases (SQL)
APIs and integration layers
Ability to analyse:
Logs (Splunk, ELK, Dynatrace, AppDynamics, etc.)
Monitoring dashboards
Process & Methodology
Strong knowledge of
ITIL (Incident, Problem, Change)
.
Experience with tools such as: ServiceNow / BMC Remedy / Jira Service Management
Experience implementing
RCA best practices
.
Soft Skills
Excellent
analytical and troubleshooting skills
.
Ability to remain
calm under pressure
.
Strong
communication and stakeholder management
skills.
Proactive mindset with a
bias for action and ownership
.
What We Offer
A launch pad for senior management roles within Eurofins globally.
Opportunities to grow project management skills in a dynamic, fast-paced environment.
A chance to join a highly motivated international team of professionals.
Soft skills:
Strong interpersonal relation skills: diplomatic, patient,
Good communicator in an international environment.
Keen eye for details be passionate for technical accuracy.
Eager to learn continuously: new tech, processes, and functional knowledge.
Position entails some travel.
Personal / Soft Skills:
Excellent communication skills.
Ability to work effectively in a multicultural and distributed team environment.
Proactive and solution-oriented approach.
Ability to manage multiple tasks and projects simultaneously.
PREFERED CANDIDATES:
The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.
Good communication and interpersonal skills to interact with the team in Europe
BE Computer Science/MCA or any other Bachelor’s degree with the right experience
PERFORMANCE APPRAISAL CRITERIA:
Eurofins has a strong focus on the Performance Management system. This includes quarterly calibrations, half-yearly reviews and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be communicated, documented during the first 30 days of your joining.
