We
build full-fledged innovative solutions with a focus on process automation,
user experience enhancement, and advanced data analytics. With our extensive
industry expertise, we help achieve operational excellence, future-proof your
IT investments, and ensure a competitive edge in the ever-evolving finance
industry.

The Problem
Manager owns and drives the Problem Management process within the IT Service,
working to identify, investigate, and permanently resolve the root causes of
recurring and high-impact incidents. The role focuses on reducing the volume
and impact of incidents, eliminating known errors, and improving the overall
stability and reliability of IT services. Operating in line with ITIL best
practice, the Problem Manager coordinates cross-functional investigations,
manages the known error database, and champions a proactive, data-driven
approach to service improvement.

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Own, maintain, and continually improve the end-to-end Problem
Management process, ensuring alignment with ITIL and organizational standards.

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Define, document, and enforce problem management policies,
procedures, and workflows across the IT Service Desk.

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Ensure clear integration between Problem Management and related
processes such as Incident, Change, and Knowledge Management.

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Identify problems from recurring incidents, major incidents, and
trend analysis, and log them accurately in the ITSM tool.

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Lead root cause analysis (RCA) investigations using structured
techniques (e.g. 5 Whys, Ishikawa/fishbone, Kepner-Tregoe).

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Coordinate technical teams, vendors, and stakeholders to
diagnose underlying causes and drive resolution.

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Manage the lifecycle of problem records from identification
through to closure, ensuring timely progress and quality documentation.

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Analyse incident, event, and performance data to proactively
identify potential problems before they cause service disruption.

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Drive continual service improvement initiatives to prevent
recurrence of incidents and reduce operational risk.

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Maintain the Known Error Database (KEDB) and ensure workarounds
are documented, accessible, and used by the Service Desk.

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Partner with the Major Incident Management function to ensure
every major incident results in a formal problem record and post-incident
review.

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Facilitate post-incident reviews (PIRs), capture lessons
learned, and track corrective and preventive actions to completion.

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Produce regular problem management reports, dashboards, and KPIs
for management and stakeholders.

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Chair problem review meetings and communicate status, risks, and
resolutions to technical and business audiences.

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Provide leadership, coaching, and direction to problem analysts
and coordinators, and build problem-solving capability across the Service Desk.

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Work closely with Change Management to ensure fixes are
implemented safely and effectively..

Requirements

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Bachelor's
degree in Information Technology, Computer Science, or a related field (or
equivalent practical experience).

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Minimum 5
years' experience in IT service management, with at least 2 years in a Problem
Management or similar role.

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ITIL v3/v4
Foundation certification required; ITIL Intermediate / Managing Professional
strongly preferred.

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Proven
experience leading root cause analysis and driving problems to permanent
resolution.

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Hands-on
experience with ITSM tools (e.g. ServiceNow, BMC Remedy, Jira Service
Management, Ivanti).

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Strong
understanding of IT infrastructure, applications, and service delivery
environments.

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Analytical & structured problem solving — able to break down
complex issues and identify true root causes.

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Strong stakeholder management and the ability to influence teams
without direct authority.

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Excellent written and verbal communication, including reporting to
senior management.

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Leadership and coaching ability, with a collaborative and calm
approach under pressure.

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Data-driven mindset with strong skills in trend analysis and
reporting.

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Attention to detail, ownership, and a continual improvement
orientation.