Problem Manager, AVP

Role Description

You will be joining DBs Central Problem Management team in APAC, helping to drive the stability of the Production Environment in the Bank. The goal is to minimize the adverse impact of incidents and problems caused by error in the IT infrastructure to prevent the reoccurrence by identifying and eliminating the root causes. The role ensures that the known errors and workarounds are documented and communicated effectively. You will engage and partner with various technology groups to drive root cause analysis and remediation.

Your key responsibilities

• Manage the full lifecycle of the problem management process, leading root cause analysis activities to successfully identify root causes of problems
• Provide executive summaries of PM findings to be used for regulatory reporting
• Identify trends, patterns and recurring issues using data analysis tool and incident reports
• Develop and implement proactive problem management initiatives to prevent future incidents
• Work closely with incident, change and configuration management team to ensure alignment
• Ensure that the correct SMEs are assigned tasks, that appropriate due dates are assigned and follow up on tasks that are due or overdue and escalate accordingly when tasks are overdue
• Review the effectiveness of implemented solutions to confirm issue resolution and process improvements
• Create comprehensive, technical problem reports, as the basis for your investigation
• Ensure that you are complying with the working instructions and the Key Operating Procedures for the problem management process
• Ensure compliance with internal SLAs, KPIs and audit requirement

Your skills and experience

• Problem Management Experience required (5+ years)
• ITIL experience preferred
• Strong analytical and problem-solving skills
• Good understanding of infrastructure and application technologies
• Clear communication skills (both written and verbal)
• Ability to work in a complex technical environment at the application and infrastructure level
• Working knowledge of Service Now
• Ability to work under pressure and manage multiple priorities