Problem Manager

As a Problem Manager, your role involves managing the lifecycle of all problems within the IT environment to ensure timely identification, root cause analysis, and resolution to prevent the recurrence of incidents. Your contribution is crucial in maintaining service stability and driving continuous improvement across BDTS operations. **Key Responsibilities:** - Own and manage the end-to-end problem management process, ensuring compliance with service level agreements and regulatory standards. - Lead root cause analysis efforts using tools like HP ESM, leveraging historical data for faster diagnosis and resolution. - Collaborate with Incident Managers, Change Managers, and Application/Infra Support teams for seamless problem resolution and stakeholder alignment. - Maintain and enhance the problem management knowledge base to support proactive incident prevention and training. - Ensure all problem records and resolutions adhere to internal policies and regulatory guidelines. - Coordinate with external vendors and internal teams for resource allocation, PO issuance, and contract renewals related to problem management support. - Generate regular reports on problem trends, resolution effectiveness, and improvement opportunities for senior leadership review. **Required Skills & Qualifications:** - Proven experience in IT service management, specifically in problem and incident management. - Strong analytical skills with hands-on experience in root cause analysis tools and methodologies. - Excellent communication and stakeholder management abilities. - Familiarity with HP ESM, Dynatrace, Service Now, and ITSM platforms. - Understanding of regulatory and compliance frameworks relevant to banking operations. In addition, it is preferred that you hold the following certifications: - ITIL Foundation or Intermediate (Problem Management module) - ISO/IEC 20000 or equivalent service management standards,