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.