Problem Manager

Job Summary

• Own and manage the end-to-end problem management process, from detection through RCA to closure, ensuring compliance with service level agreements and regulatory standards.
• Lead RCA efforts using tools like HP ESM, ensuring historical data is leveraged for faster diagnosis and resolution.
• Collaborate with Incident Managers, Change Managers, and Application/Infra Support teams to ensure seamless problem resolution and stakeholder alignment.
• Maintain and enhance the problem management knowledge base to support proactive incident prevention and training.
• Ensure all problem records and resolutions adhere to internal policies and regulatory guidelines.
• Coordinate with external vendors and internal teams for resource allocation, PO issuance, and contract renewals related to problem management support.
• Generate regular reports on problem trends, resolution effectiveness, and improvement opportunities for senior leadership review.
  

Required Skills & Qualifications

• Proven experience in IT service management, particularly in problem and incident management.
• Strong analytical skills with hands-on experience in RCA tools and methodologies.
• Excellent communication and stakeholder management abilities.
• Familiarity with HP ESM, Dynatrace, Service Now and ITSM platforms.
• Understanding of regulatory and compliance frameworks relevant to banking operations.
  

Preferred Certifications

• ITIL Foundation or Intermediate (Problem Management module)
• ISO/IEC 20000 or equivalent service management standards