Job Overview

Dimensions

Environment: TE’s SIAM (Service Integration and Management) team is a global function, acting as a service integrator that manages multiple internal and external service providers to ensure seamless service delivery to over 40,000 TE users in more than 50 countries, utilizing over 1,000 applications. It is part of the larger Service Management organization under Global Infrastructure Solutions. The SIAM team owns and operates key ITSM processes, namely Incident, Problem, Change, and Knowledge Management, across multiple actors, in addition to Service Level Management (SLM) and Continual Service Improvement (CSI). Team members are located in all three regions: APAC, EMEA, and AMER.

Business Unit Description TEIS GIS

TE Connectivity is offering this analyst position within the global Service & Integration Management (SIAM) team.

The Problem Management Analyst is responsible for identifying, analyzing, and resolving the root causes of recurring incidents within the IT environment, ensuring long-term stability and continuous improvement of IT services and managing the lifecycles of problem records and coaching support teams on the process of Problem Management. This role is critical in minimizing the impact of incidents by proactively addressing underlying issues and driving problem resolution in alignment with ITIL 4 best practices and TEOA principles.

Responsibilities:

Responsibilities & Qualifications

Primary Responsibilities:

• Problem Identification and Analysis:
  • Lead the proactive and reactive problem management process to identify and analyze recurring incidents.
  • Utilize trend analysis, event correlation, and incident data to identify systemic issues.
  • Work with technical teams to conduct root cause analysis (RCA) using methodologies such as 5 Whys, Fishbone Diagrams, and Kepner-Tregoe.
• Problem Resolution Coordination:
  • Drive the resolution of identified problems by coordinating efforts across technical teams, vendors, and stakeholders.
  • Reducing downtime and incident recurrence through effective execution of the Problem Management practice.
  • Fulfilling the problem record lifecycle in a timely manner.
  • Ensure effective workarounds are in place until permanent solutions are implemented.
  • Collaborate with Change Management to ensure problem resolution actions are implemented with minimal risk.
• Stakeholder Communication and Engagement:
  • Provide regular updates to service owners, and stakeholders on the status of problem investigations.
  • Conduct problem review meetings and post-mortems following major incidents.
• Continuous Service Improvement:
  • Analyze data and metrics to identify opportunities for improving IT services and reducing incidents.
  • Collaborate with other ITSM processes, including Incident, Change, and Service Level Management, to drive service enhancements.
  • Promote a culture of proactive problem-solving within the IT organization.
• Monitoring and Reporting:
  • Track and report problem management KPIs, such as Mean Time to Identify (MTTI) and Mean Time to Resolve (MTTR).

• Provide insights into recurring incidents and trends to support business decisions.
• Ensure compliance with agreed service levels and governance frameworks.

Qualifications:

• 2-3 years of experience an Operational/Service Management/ SIAM

Candidate Desired Profile:

Required:

• Strong understanding of ITIL 4 framework, with a focus on Problem, Incident, Knowledge and Change Management.
• Proficiency in IT service management (ITSM) tools such as ServiceNow.
• Knowledge of IT infrastructure components (e.g., networks, servers, cloud services, applications, databases).
• Experience in root cause analysis (RCA) techniques and problem-solving frameworks.
• Familiarity with DevOps and Agile environments is a plus.

• Excellent analytical and critical-thinking abilities to assess complex IT issues.
• Strong communication and facilitation skills to work with diverse teams and stakeholders.
• Leadership skills to influence and drive resolution across multiple departments.
• Conflict resolution and negotiation skills to align different interests and priorities.
• Ability to remain composed under pressure and work with a sense of urgency.

Desired:

• Thorough knowledge of the ServiceNow ITSM tool or similar enterprise level platform .
• Basic understanding of business processes and the ability to apply that understanding to the TEIS SIAM activities.
• Project management skills and experience advantageous.
• Understanding of Lean, Agile and DevOps
• Strong organizational and documentation skills with high attention to detail.
• A proactive approach to identifying improvement opportunities.
• Ability to translate technical findings into actionable business insights.
• Experience working in large, enterprise-level IT environments.

What your background should look like

Generally requires Bachelors degree in appropriate field or local equivalent with a minimum of 3 years of progressively responsible professional level experience.

Competencies