Job Description
At BMC Helix , we are an AI‑native platform empowering IT organizations worldwide by delivering accelerated innovation and actionable AI in digital service and operations management.
Responsibilities
- Perform end‑to‑end problem investigations with structured root cause analysis (RCA), evaluating incident data and collaborating across teams for resolution tracking.
- Deliver clear, concise, customer‑facing RCA documentation that summarizes impact, root cause, contributing factors, and corrective actions.
- Collaborate with R&D, SaaS Operations, and Technical Customer Support to collect data, validate analysis, and drive investigations.
- Maintain problem records with accurate status, findings, and action tracking per Problem Management processes.
- Identify recurring issues and create problem records based on incident trends and known impact areas.
- Support the definition and tracking of corrective/preventive actions t...