Problem Manager

Client Introduction:

In this role, you will have the opportunity to work closely with one of our esteemed clients. This client is a global leader in the IT Industry, known for its commitment to quality and innovation. They have chosen Dautom as their trusted partner for their upcoming projects.

Job Purpose:

The Problem Manager will lead the end-to-end lifecycle of problem management across banking technology platforms, ensuring root cause analysis (RCA), resolution, and prevention of recurring incidents. This role is critical to maintaining service stability and driving proactive improvements using AI-powered tools and automation.

Key Responsibilities

• Problem Lifecycle Management

  : Own and manage the full lifecycle of problemsfrom detection to resolutionensuring timely closure and documentation in line with SLA targets

• Root Cause Analysis (RCA)

  : Lead RCA sessions and ensure quality and timeliness of RCA submissions. Collaborate with resolver groups and command centre teams

• Proactive Problem Detection

  : Implement AI-driven tools and analytics to identify patterns and prevent incidents before they occur

• Stakeholder Coordination

  : Work closely with application owners, infrastructure teams, and business units to drive resolution and improvement plans

• Reporting & Metrics

  : Track KPIs such as RCA SLA and action item SLA. Present findings in forums like Service Stability Quorum and SIP meetings

• Continuous Improvement

  : Drive automation and process enhancements. Recommend changes to SOPs and workflows based on incident trends

Required Skills & Experience

• Proven experience in

  problem and incident management

  within banking technology environments.
• Strong understanding of

  core banking platforms

  (e.g., Oracle FLEXCUBE) and their dependencies
• Hands-on experience with

  AI-based problem detection tools

  ,

  log analytics platforms

  (e.g., Splunk), and

  ITSM tools

  (e.g., Helix)
• Familiarity with

  ITIL processes

  , especially around service stability, RCA, and SIP governance
• Excellent communication and stakeholder management skills.
• Ability to lead cross-functional investigations and drive consensus on resolution paths.

Preferred Qualifications

• ITIL Foundation or Practitioner Certification.
• Experience with AI/ML tools for predictive analytics in IT operations.
• Exposure to cloud platforms (Azure, AWS) and hybrid infrastructure models.
• Prior experience in managing service improvement plans and action trackers [8].

Dautom Company Introduction:

Dautom is a prominent name across the globe in IT consulting services. With a relentless commitment to innovation and excellence, we empower businesses to bolster their IT teams with top-tier talent.

Our greatest asset is our talented team of IT professionals. Our journey towards becoming an employer of choice has been built on a foundation of trust, respect, and unwavering support for our employees growth and well-being.

We take pride in being a great place to work, and we invite you to explore what sets us apart in the world of technology and corporate culture.