Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

The Analyst – Problem Management is responsible for monitoring recurring incidents, performs trend analysis, and coordinates cross-functional teams to ensure problems are documented, tracked, and resolved effectively. The role contributes to continuous service improvement by reducing incident volume, minimizing service disruptions, and ensuring proactive problem resolution.

This role works closely with Incident Management, Change Management, and technical support teams to drive root cause analysis (RCA), implement permanent fixes, and enhance IT service reliability in alignment with ITIL best practices.

Job responsibilities:

1. Pro-active analysis and identification statement:

a. A forward-thinking approach focused on identifying and resolving potential IT issues before they cause incidents or disruptions

b. It involves analyzing trends, monitoring systems, and leveraging data to predict and prevent problems, rather than just reacting to them as they occur

2. Trend Analysis:

a. Monitoring system performance and usage patterns to identify potential issues before they become critical

3. Risk Management:

a. It involves analyzing trends, monitoring systems, and leveraging data to predict and prevent problems, rather than just reacting to them as they occur

4. Knowledge Management:

a. Creating and maintaining a Known Errors (KE) to document known problems, their root causes, and potential workarounds

5. Develop reports, dashboards, and visualizations that effectively communicate data-driven insights and recommendations to leadership and stakeholders.

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or related experience
• Engineering, Technology, Computer Science, Statistics, Business Administration
• Full time experience in ITIL Problem Management
• 2-4 years relevant work experience
• Hands-on experience with BI and analytics tools such as Power BI
• Hands-on experience with ServiceNow and monitoring tools
• Proficiency in querying and manipulating data using SQL,Python with strong working knowledge of Microsoft Excel
• Strong analytical skills with the ability to understand business and technology requirements and perform root-cause analysis
• Strong communication and project coordination skills
• Proficiency in Microsoft PowerPoint
• Strong interpersonal skills with a focus on teamwork
• Knowledge of ITSM frameworks and standard processes
• IT service management processes and workflows
• Good understanding of IT operations and ITIL disciplines
• 2+ years of IT experience including experience coordinating all aspects of pro-active problem management investigations
• ITIL V4 Foundation Certification
• Root Cause Analysis techniques (5 Whys, Fishbone, Fault Tree Analysis)
• Major Incident and Problem Review coordination
• Trend analysis and reporting
• Stakeholder communication and coordination
• Analytical and troubleshooting skills

What will help you propel from the pack (Preferred Qualifications):

• Master's degree or related experience
• Data Science, Business Analytics, Engineering, Technology, Computer Science, Statistics, Operations Research
• Full time experience in ITIL Problem Management
• ITIL V4 Foundation Certification
• Master’s degree in a relevant field
• At least 3 year of Problem Management
• Experience with IT Service Management (ITSM)
• Airline Industry experience
• Experience with data analysis and reporting tools (e.g., ServiceNow, Performance Analytics.