Job Title: Associate Problem Management Analyst (Fresher)
Experience: Freshers
Location: Bangalore
Employment Type: Full-time
Job Summary
We are looking for enthusiastic and motivated fresh graduates to join our Retail Technology team as Associate Problem Management Engineers. The ideal candidate should have a strong foundation in databases, cloud technologies, scripting, and troubleshooting. You will work with experienced teams to support retail applications, investigate production issues, perform root cause analysis, and contribute to improving application stability and operational efficiency.
Key Responsibilities
- Support the Problem Management and Production Support teams in identifying and resolving recurring application issues.
- Assist in performing Root Cause Analysis (RCA) for production incidents under the guidance of senior engineers.
- Monitor application health and system performance in AWS environments.
- Write SQL and PostgreSQL queries for data analysis, troubleshooting, and reporting.
- Develop and maintain basic automation scripts using Shell/Bash or Python.
- Collaborate with Development, Infrastructure, DevOps, and Database teams to resolve production issues.
- Participate in incident reviews and contribute to documentation, knowledge articles, and operational runbooks.
- Learn and follow ITIL Incident and Problem Management processes.
- Support retail applications such as Order Management, Inventory Management, POS, and E-commerce platforms.
Required Skills
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Basic knowledge of AWS services such as EC2, S3, RDS, IAM, and CloudWatch.
- Understanding of SQL and PostgreSQL databases, including writing queries.
- Basic scripting knowledge using Shell/Bash or Python.
- Familiarity with Linux/Unix operating systems.
- Strong analytical and problem-solving skills.
- Good verbal and written communication skills.
- Eagerness to learn new technologies and work in a collaborative environment.
Preferred Skills
- Internship or academic project experience involving cloud, databases, scripting, or application support.
- Basic understanding of ITIL concepts, Incident Management, and Problem Management.
- Familiarity with Git, Jira, ServiceNow, or similar tools is an added advantage.
- Exposure to REST APIs, microservices, or DevOps concepts is a plus.
- Knowledge of the Retail domain is desirable but not mandatory.
Work Schedule
- Must be flexible to work in a 24x7 production support environment, including rotational shifts, weekends, and public holidays, based on business requirements.
- Willingness to participate in on-call support and assist during critical production incidents when required.
Key Competencies
- Strong analytical and troubleshooting skills
- Quick learner with a proactive attitude
- Team player with effective communication skills
- Attention to detail
- Customer-focused mindset
- Ability to work under pressure and meet SLAs
- Adaptability and willingness to learn new technologies
Problem Management Analyst
Key Responsibilities
- Own and manage the Problem Management process for retail applications in line with ITIL best practices.
- Perform Root Cause Analysis (RCA) for recurring production incidents affecting retail operations, including e-commerce, POS, inventory, and order management systems.
- Analyze incident trends and identify opportunities to reduce recurring issues through permanent fixes.
- Collaborate with Development, DevOps, Infrastructure, Database, and Business teams to implement corrective and preventive actions.
- Monitor applications hosted on AWS and proactively identify potential risks.
- Write and optimize SQL and PostgreSQL queries for troubleshooting, reporting, and data validation.
- Develop automation scripts using Shell/Bash or Python to improve operational efficiency.
- Support major incident investigations and ensure timely follow-up on action items.
- Maintain RCA documentation, knowledge articles, and operational runbooks.
- Ensure compliance with SLAs, KPIs, and Problem Management governance.
Work Schedule & Flexibility
- Must be flexible to work in a 24x7 production support environment, including rotational shifts, weekends, and holidays, based on business requirements.
- Willingness to participate in on-call support and provide assistance during major incidents or critical production issues.
- Ability to work in a fast-paced environment and respond effectively to high-priority production incidents while meeting SLA commitments.
Preferred Skills
- Experience with monitoring tools such as CloudWatch, Logzio
- Experience with ServiceNow, Jira, or similar ITSM tools.
- Knowledge of Retail business processes including order fulfillment, inventory management, pricing, promotions, and store operations.
- ITIL Foundation Certification is an added advantage.
Key Competencies
- Root Cause Analysis (RCA)
- Problem-solving and analytical thinking
- Incident trend analysis
- Automation and continuous improvement
- Cross-functional collaboration
- Customer-focused approach
- Excellent verbal and written communication
- Ability to work in a fast-paced production support environment
Preferred Skills
ITIL 4 Foundation certified
Domain Analysis - Retail (IN)
DBA (Oracle/SQL/Postgres) (IN)
Powershell scripting (IN)
AWS Cerified SA
