Eurofins

Global lab testing and analytics network

Problem Analyst

IT OperationsConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listed

About the Job

Requirements

5–10+ years of experience in Incident or Problem Management and Production Support or Application Support.
Proven experience handling or contributing to major incidents in complex environments.
Experience in global, multi-team, 24/7 operations.
Strong understanding of distributed systems and enterprise applications.
Strong understanding of cloud environments, including Azure.
Strong understanding of databases and SQL.
Strong understanding of APIs and integration layers.
Ability to analyze logs using tools such as Splunk, ELK, Dynatrace, and AppDynamics.
Ability to interpret monitoring dashboards.
Strong knowledge of ITIL Incident, Problem, and Change processes.
Experience with tools such as ServiceNow, BMC Remedy, or Jira Service Management.
Experience implementing root cause analysis best practices.
Strong analytical and troubleshooting skills.
Ability to remain calm under pressure.
Strong communication and stakeholder management skills.
Proactive mindset with ownership and bias for action.

Responsibilities

Own the end-to-end problem management lifecycle, including identification, investigation, root cause analysis, resolution, and closure.
Coordinate application, infrastructure, and third-party teams when necessary.
Ensure adherence to the ITIL Problem Management process.
Perform deep-dive analysis on recurring or critical incidents, including software defects, infrastructure failures, and integration issues.
Use structured analysis methods such as 5 Whys, Ishikawa (Fishbone), or Fault Tree Analysis.
Produce clear, actionable root cause analysis reports with remediation plans.
Identify systemic weaknesses and drive permanent fixes rather than workarounds.
Monitor incident trends to detect patterns and systemic risks.
Initiate problem records based on data analysis.
Communicate clearly with IT leadership, business stakeholders, and operations teams.
Facilitate post-incident reviews and ensure lessons learned are implemented.
Communicate technical findings in business-understandable language.
Ensure compliance with ITIL best practices and internal service-level agreements and operational-level agreements.
Maintain and improve knowledge base articles.
Contribute to runbooks and playbooks for incident handling.
Challenge teams constructively to drive accountability and quality.
Mentor junior analysts and support organizational maturity.

Job Description

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.

Qualifications

Additional Information

About the Company

Eurofins

Global lab testing and analytics network

Eurofins provides global laboratory testing and analytical services to verify the safety, authenticity, and quality of products across food, water, medicine, and the environment. It operates a network of more than 900 laboratories in over 60 countries, offering access to more than 200,000 analytical methods. Its product work involves running specialized tests—using chemistry, biology, and other scientific techniques—to confirm origin, composition, and compliance of samples, such as detecting wine fraud or contaminant presence. The company differentiates itself through its massive, distributed lab network and broad portfolio, enabling standardized testing at scale and fast turnaround across many industries, rather than relying on a single specialty or location. Its goal is to protect public health and safety by delivering accurate, comprehensive testing data and helping clients meet regulatory and quality requirements.

Company size: 10,001+
Company stage: IPO
Headquarters: Luxembourg
Founded: 1987

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