Job Description

Role: ITIL Problem Management Analyst
Location: Irvine, CA -5 days onsite
Duration: 6 Months

We are seeking an experienced Problem Management Lead Analyst to drive service stability and continuous improvement across IT Operations. This role will own the end-to-end Problem Management process, lead root cause investigations, identify systemic issues, and partner with technology teams to eliminate recurring incidents and improve overall service reliability.
Key Responsibilities
Problem Management Leadership

Own and govern the end-to-end Problem Management lifecycle in alignment with ITIL best practices.
Lead proactive and reactive problem investigations to identify underlying causes of recurring incidents and service disruptions.
Facilitate Root Cause Analysis (RCA) sessions using structured methodologies such as 5 Whys, Fishbone Analysis, Fault Tree Analysis, and Kepner-Tregoe.
Establish and maintain a Known Error Database (KEDB), ensuring accurate documentation of known errors and workarounds.
Track corrective and preventive actions through resolution and verify effectiveness of implemented fixes.
Drive accountability across Infrastructure, Network, Cloud, Security, End User Computing, and Application teams to resolve systemic issues.

Service Reliability & Continuous Improvement

Analyze incident, change, and operational data to identify trends, recurring issues, and opportunities for service improvement.
Develop and present actionable recommendations to improve platform stability, reduce incident volumes, and enhance service performance.
Lead recurring service review meetings focused on problem trends, chronic issues, and risk mitigation.
Identify automation opportunities and process improvements that reduce operational effort and prevent recurring incidents.
Contribute to operational excellence initiatives, knowledge management, and runbook enhancements.

Governance, Reporting & Analytics

Utilize ServiceNow Problem Management capabilities to manage problem records, known errors, corrective actions, and reporting.
Establish KPIs and metrics related to problem management effectiveness, including recurring incident reduction, RCA completion, and corrective action closure.
Create executive-level dashboards and reports highlighting service health trends, top recurring issues, and improvement initiatives.
Ensure compliance with ITIL processes, documentation standards, and audit requirements.

Major Incident & Change Collaboration

Partner with Major Incident Management teams to ensure high-priority incidents are transitioned into formal problem investigations when appropriate.
Lead Post-Incident Reviews (PIRs) focused on identifying root causes and preventive actions.
Collaborate with Change Management teams to ensure corrective actions are properly planned, tested, and implemented.
Assess risks associated with recurring issues and provide recommendations for long-term remediation.

Required Qualifications

5+ years of experience in IT Operations with at least 3 years focused on Problem Management, Service Reliability, or IT Service Management.
ITIL Foundation certification required; ITIL Managing Professional or Advanced certifications preferred.
Strong hands-on experience with ServiceNow Problem Management, Incident Management, and reporting modules.
Proven experience conducting complex Root Cause Analysis and facilitating cross-functional problem review sessions.
Strong understanding of enterprise IT infrastructure including Servers, Cloud, Network, End User Computing, and Applications.
Experience developing metrics, dashboards, and executive reporting.
Excellent facilitation, communication, and stakeholder management skills.
Ability to influence technical teams and drive resolution of long-standing operational issues.

Preferred Qualifications

Experience implementing Problem Management programs or maturing ITSM processes.
Familiarity with SRE, Reliability Engineering, or Operational Excellence frameworks.
Experience with Power BI, Tableau, or ServiceNow Performance Analytics.
Knowledge of automation platforms and operational process optimization.

About OSI Digital

Established in California in 1993, OSI Digital has grown into a truly global business and technology solutions provider — committed to helping organizations transform, perform and thrive in today’s digital economy. We operate at the intersection of business and technology, integrating industry insight, technical excellence and data-driven innovation to deliver measurable results and sustainable growth.

We believe people are at the heart of every successful digital journey. Our team of trusted advisors, creative problem-solvers and technical experts partner closely with customers to understand their unique challenges, shape strategic direction and deliver end-to-end solutions. From enterprise applications to analytics to cloud and cybersecurity, we help unlock the full value of data, systems and processes.

With operations spanning eight countries, OSI Digital supports customers from start-ups to Fortune 500 organizations across multiple industries. We combine global scale with local expertise, enabling us to respond swiftly, deploy efficiently and deliver in regions across the Americas, EMEA and APAC. We pride ourselves on our ability to understand complex business

realities and translate them into smart, scalable, cost-effective solutions. From strategy to execution to ongoing optimization, OSI Digital delivers with passion, precision and purpose. Our clients don’t simply complete projects — they realize competitive advantage.

With a footprint that spans North America, Asia-Pacific, the Middle East, and Europe, OSI Digital operates offices in the United States, Canada, India, the Philippines, Dubai, Australia, Malaysia, and the United Kingdom. Our primary offshore Delivery Center of Excellence is based at our

state-of-the-art campus in Hyderabad, India, supported by additional strategic hubs in Chennai, Delhi, and Bangalore.

Industry

IT & Software

Company Size

1,001-5,000 employees

Headquarters

Calabasas, California

Year Founded

Unknown

Website

osidigital.com

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