Problem ITIL Analyst

Location: Hyderabad India

Expected Hours: PST hours (AM into Early Afternoon)

Team: I&O Technology Support Services ITSM Team

Reports To: Problem & Event Management Process Manager

Role Overview

The Senior Problem & Event Analyst is responsible for executing Problem Management and Event Management activities with a strong emphasis on root cause analysis (RCA) trend identification and incident prevention. This role supports the Problem & Event Management Process Manager by driving structured investigations ensuring known errors and corrective actions are documented and tracked and contributing to proactive operational stability. While primarily focused on Problem Management the role also supports Event Management activities including event analysis correlation and process alignment to improve signal quality and reduce noise across the environment.

Key Responsibilities

• Lead and execute root cause analysis (RCA) investigations for recurring and high-impact incidents.
• Drive problem investigations ensuring structured methodologies and documentation standards are followed.
• Identify trends recurring incidents and systemic issues to support proactive problem identification.
• Ensure known errors workarounds and resolutions are accurately documented and maintained.
• Track corrective and preventive actions to closure and ensure accountability across teams.
• Collaborate with Incident Change and Release teams to ensure cross-process alignment.
• Support Event Management activities including event analysis correlation and escalation alignment.
• Partner with monitoring teams to improve event quality reduce noise and enhance signal effectiveness.
• Support KPI tracking and reporting related to problem recurrence MTTR drivers and event effectiveness.
• Identify improvement opportunities across problem and event processes and recommend enhancements.
• Support audit compliance and documentation requirements related to problem and event management.
• Highlight potential gaps in prioritization or where automation possibilities exist. 

Required Knowledge & Skills

• Strong knowledge of Problem Management with a focus on root cause analysis and investigation techniques.
• Understanding of the RCA / and problem discovery lifecycle
• Working knowledge of Event Management and monitoring lifecycle concepts.
• Understanding event prioritization and trend management
• Hands-on experience with ServiceNow Problem Management modules.
• Strong analytical skills with the ability to identify trends and translate data into insights.
• Experience conducting RCA using structured methodologies.
• Strong communication and stakeholder coordination skills.

Qualifications

• Bachelors degree in Information Technology Computer Science or related field or equivalent practical experience.
• 6 years of experience in Problem and Event Management or equivalent ITIL-based IT Service Management processes
• 8 years of hands-on experience with ServiceNow in an enterprise environment.
• ITIL v3 or ITIL 4 certification required.

Preferred Qualifications & Skills

• Experience with enterprise monitoring or observability tools.
• Exposure to AIOps automation or analytics-driven operations.
• Experience supporting trend analysis and reporting dashboards such as Grafana/
• Knowledge of knowledge management and known error databases.
• Experience driving continuous improvement initiatives.
• Experience with audit related assessments such as SOX

Qualifications :

What Were Looking For: 

• Demonstrated a growth mindset by staying curious and continuously learning embracing challenges and improving themselves.
   

Additional Information :

Dont meet every single requirement At Mattel we are dedicated to an inclusive workplace and a culture of belonging. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth optimism and wellbeing where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands including Barbie Hot Wheels Fisher-Price American Girl Thomas & Friends UNO Masters of the Universe Matchbox Monster High MEGA and Polly Pocket as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys content consumer products digital and live experiences. Our products are sold in collaboration with the worlds leading retail and ecommerce companies. Since its founding in 1945 Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattels award-winning workplace culture has been recognized by Forbes Fast Company Newsweek Great Place to Work TIME and more.

Visit us at  is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy

Remote Work :

No

Employment Type :

Full-time