Details:
Job Description
About The Role
We are seeking an experienced Enterprise Problem Manager to join our IT Service Management team. In this hands-on role, you will participate in the end-to-end execution of Problem Management and Service Availability Management operations in a fast-paced, 24x7 global production environment. You will serve as a key escalation point, a process improvement champion, and a steady, confident leader during high-severity production events. If you thrive under pressure, are passionate about eliminating recurring issues at their root, and can inspire cross-functional teams to act with urgency and precision, we want to hear from you.
What Will You Do
As the Enterprise Problem Manager, you will oversee the full lifecycle of major problems and incidents, coordinating technical resources, driving root cause analysis, and ensuring that risk mitigations and key learnings are documented and acted upon. You will facilitate post-incident reviews, manage escalations, and ensure that all stakeholders - from front-line engineers to senior leadership - are engaged appropriately and kept informed throughout resolution and recovery. You will work with Risk and Compliance teams to help ensure solutions are audit compliant. You will also review and continuously improve Problem Management policies, procedures, and documentation to keep our operations aligned with ITIL best practices and evolving technology landscapes.
- Acting as the point of contact for reviewing problem tickets within their domain (i.e. Service Desk, Network, Windows, DBA etc.).
- Maintaining the problem control process.
- Resolving problems raised from incident management and problem management.
- Monitoring and tracking the progress of the problems within their domain.
- Providing insight throughout the process of identifying solutions.
- Assisting with the effectiveness of the problem management process, as well as making recommendations for improvement.
- Creating problem reports and identifying trends within their domain.
Job Requirements
Details:
What do you need to succeed
- Bachelor's degree in Computer Science, Mathematics, or a related field preferred.
- 3-5 year Problem Management and Service Now experience,
- ITIL Foundations Certification.
- Subject matter expertise in ServiceNow is strongly preferred.
- Experience in banking or financial services a Plus, familiarity with monitoring and observability platforms such as Dynatrace, Prometheus, Grafana, Splunk, and Introscope, and working knowledge of SSO and Federated Identity Management will set candidates apart.
- Experience with process automation, orchestration tools, and modern deployment frameworks is also highly desirable.
- Should be comfortable working across modern infrastructure environments including AWS, Azure, Kubernetes, OpenShift, and containerized architectures, as well as AI-driven operational tools.
- Familiarity with Power BI and Tableau for reporting and xMatters for alert and on-call management is a plus.
- Ability to remain flexible in a changing environment.
- Attendance and schedule adherence are requirements of this position.
