Problem - ITIL Analyst

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

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.

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.

Bachelor’s 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