Problem Manager

Purpose of the Job:

– Manage a proactive and reactive end-to-end Problem Management process for digital solutions.

– Perform proactive problem analysis, develop insights, and influence technology and business units for problem resolution improvement.

– Institutionalize ITIL best practices in Problem Management for consistent execution of Root Cause Analysis and Corrective Actions.

– Lead Problem Management activities directly for specific situations.

– Provide metrics reporting for Problem Management process, highlighting areas of accomplishment and improvement opportunities.

Key Responsibilities:

– Conduct thorough investigations into IT problems to establish permanent resolutions and minimize business impact.

– Identify and understand underlying causes of incidents and determine the best method to eliminate root causes.

– Manage overall process for specific problems and coordinate with stakeholders across the business.

– Participate in solution implementation and adhere to IT change control protocol.

– Analyze recurring incidents using problem management methodologies and identify chronic incidents for consideration.

– Communicate status of existing problem records through various channels.

– Conduct post-implementation reviews to ensure completion of changes and updates to known errors.

– Interface with incident management to identify and address post-incident problems.

– Manage problems, ensuring diagnosis, logging, and escalation to consistent quality standards.

– Identify trends, improvement objectives, and limitations.

– Monitor service metrics and receive status updates.

– Conduct production meetings professionally and deliver timely reports with useful information.

– Attend Change Management and other required meetings.

– After-hours support required.

Experience:

– 5 – 8 years’ experience in IT Incident and Problem management, preferably in Financial Services/Asset Management/Platform environment.

Qualifications:

– Matriculation Certificate.

– Relevant degree in IT/Business Management.

– IT Service Management Certification (ITIL4).

– Governance framework certification (COBIT) is advantageous.

Competencies:

– Effective communication skills.

– Commitment to high-quality customer service.

– Orderly and systematic approach to work.

– Strong analytical thinking.

– Resilience and proactive response to stressful situations.

– Collaboration and teamwork.

– Persuasion and influence for achieving desired results.

– Leadership in driving change and innovation.

– Demonstration of trust, sincerity, and consistency in actions.

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