Problem Manager

As a Problem Manager at our company, you will be responsible for effectively managing all Problem Investigations and Known Errors throughout their lifecycle. Your primary role will involve documenting these investigations accurately in the Service Management Toolset and ensuring that they are classified, prioritized, and assigned correctly. Additionally, you will arrange and facilitate Problem reviews to discuss and progress complex investigations, as well as attend Post Incident Reviews to capture any required actions related to Problem records. Key responsibilities include: - Managing Problem Investigations and Known Errors effectively through their lifecycle - Attending Post Incident Reviews and capturing related actions - Arranging and facilitating Problem reviews for complex investigations - Classifying, prioritizing, and assigning Problem records correctly - Holding regular reviews with Support teams to discuss ongoing investigations - Raising Known Error records and managing them until a Permanent Fix is in place - Producing and delivering formal Problem reports to clients and management - Performing trend analysis of incident data to identify underlying problems - Contributing to the review and improvement of Problem Management procedures - Prioritizing workload efficiently and escalating concerns promptly - Supporting the wider Service Desk and Incident Management functions when required Qualifications required: - Minimum 5+ years of experience in Problem management - Knowledge of Problem Management techniques such as 5 WHY, Ishikawa, Cause-effect analysis - Familiarity with ITIL standards and best practices - Strong analytical and problem-solving skills - Effective communication abilities at all organizational levels - Proven track record of process improvements and relationship building - Ability to work independently and make sound decisions under pressure At our company, you will have the opportunity to be a part of the World's Leading FinTech Product MNC, with a range of benefits to support your lifestyle and wellbeing. You will be part of a dynamic team in a modern international work environment, handling a diverse set of responsibilities. Please note that FIS is committed to safeguarding the privacy and security of personal information. Our recruitment model primarily involves direct sourcing, and we do not accept resumes from recruitment agencies not on our preferred supplier list. Thank you for considering a career with us at FIS.,