The role of the Problem Manager is to manage problems effectively and conduct professional Problem Management in the IT environment, resulting in the support and stabilization of the IT production environment.
The role encompasses:
- the management of the problem life cycle from problem identification (root cause analysis) to the completion of tasks to provide permanent corrective actions
- the identification of incident trends based on statistical data and the initiation and management of proactive measures to preclude problems in the IT production
- the cooperation with other organisations supporting and stabilizing the IT production (e.g. ITIL processes such as incident, change, event and capacity management)
Key Functions and Activities
- Prevent problems and follow-on incidents from happening, to avoid recurring incidents and to minimize the impact of unpreventable incidents
- Manage the Problem Management Process lifecycle
- Apply Root Cause Analysis activities to successfully identify root causes of problems
- Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement
- Work with design/architecture teams to ensure best practices are adopted to ensure stability and supportability of applications and infrastructure
- Conduct trend analysis to identify and assess risk areas and set up solution recommendations based on statistical data
- Track the execution of tasks with the intention of applying risk mitigation activities
- Cooperate with Technical Teams and/ or other ITIL disciplines (eg. Incident and Change Management) to constitute a team of specialists for resolving problems
- Escalate top priority unresolved problems to management
Professional, personal and educational requirements
- Over five years Problem Management experience, preferably in a Banking environment
- Global role in Financial Services Technology in a client facing function
- Experience in delivering IT Services
- Project Management skills and structured approach
- Strong analytic/diagnostic skills and attention to detail
- Comprehensive IT knowledge and/ or multiyear experience in the IT environment
- Ability to interact successfully with a global team in multiple time zones
- Working knowledge of incident tracking tools (e.g. Remedy, Heat etc)
- University degree or appropriate technical education level
- ITIL version 3 foundation certificate (mandatory)
- Fluent in both English and German (mandatory)
