About this role
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 AnalysisProduce 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 teamsFacilitate 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 practicesInternal SLAs / OLAsMaintain 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 ManagementProduction Support / Application SupportProven 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 applicationsCloud environments (Azure)Databases (SQL)APIs and integration layersAbility 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 ManagementExperience 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.