Role Brief

The Problem Manager will be accountable for the end-to-end management of IT related Problems. The incumbent will be responsible for identifying problems (proactively & reactively), performing root cause analysis, tracking of permanent fix implementations or workarounds, updating Known error records & continual service improvements across all services and suppliers to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented.

Role Responsibility

• Lead Weekly Problem Management Review meetings.
• Champion the ITIL Problem Management Process within the Bank.
• Proactively identify potential IT related problems as defined in the Problem Management policy.
• Accountable for minimizing and mitigating business-impacting incidents through controlled problem identification as defined in the policy.
• Ensure Problems are resolved to satisfaction according to SLAs and KPIs while implementing corrective actions as required.
• Support the continuous improvement of the Problem Management team and the Problem Management Process/practice to reduce the business impact of IT Service interruptions and improve ITSM efficiencies.
• Establish and maintain timely communication to various stakeholders to ensure they are kept informed of Problem service improvement status.
• Collaborate with Technology teams to identify underlying root causes and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround.
• Ensure Problem records are updated with all resolution steps & ensure that related Known Error Records are updated.
• Review Problem resolution to prevent recurrence and document lessons for the future.
• Track Problem re-open rate to ensure the permanent resolutions are implemented to prevent recurrence.
• Regularly review and update the Problem Management & Continual Improvement documentation as per ITIL best practice.
• Provide regular reports on all Problems related to Major Incidents.
• Produce Daily, Weekly and Monthly reporting to stakeholders on key Problem Management metrics.
• Constantly monitor and report on outstanding Problems and Continual Improvement initiatives with regards to their resolution status.
• Ensure constant engagements with support teams are held continuously to review the progress of proposed root cause analysis actions and ensure problem records & weekly status reports have accurate updates.
• Coach, mentor, lead and manage staff performance in the team.

Qualifications

Role Requirements

• University degree or equivalent with a minimum of 5-7 years IT Service Management Experience.
• At least 3 years’ experience in Problem Management and Continual Improvement.
• ITIL / ISO 20000 Certification.
• ITIL Intermediate certification(s) is an added advantage.
• Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks, transaction processing systems).
• Data Analytics is an added advantage.
• Project Management skills / Certifications desirable.
• Unix/Linux & CCNA Certification is an added advantage.