If you are looking to excel and make a difference, take a closer look at us
Overview:
We are seeking a proactive and strategic Assistant Manager to co-lead the Problem Management team through a critical maturity transformation. In this role, you will drive the shift from Baseline problem management practices to Advanced & Targeted Prevention, with a strong focus on Accelerating Recovery across our IT ecosystem.
Beyond driving technical investigations and root cause analysis, you will take ownership of all problem-related banking-compliance reporting, ensuring impeccable quality and strict adherence to submission deadlines. Furthermore, you will play a pivotal role in upskilling the department by actively training and mentoring team members to meet these new advanced standards.
Responsibilities:
- Co-lead the strategic shift of the Problem Management function from Baseline practices to an Advanced & Targeted Prevention model.
- Identify, design, and implement process improvements, automation, and AI-driven solutions specifically aimed at minimizing system downtime and accelerating service recovery.
- Analyze incident trends, system alerts, and historical data to identify underlying risks before they impact business operations.
- Take full responsibility for all problem management reporting required for banking and regulatory compliance.
- Guarantee the accuracy, completeness, and timely submission of all compliance reports, audits, and RCA documentation to internal stakeholders and external regulators.
- Monitor and report on KPIs to demonstrate the effectiveness of preventative actions and recovery acceleration.
- Co-design and deliver comprehensive training for problem analysts, elevating their technical acumen, RCA methodologies, and understanding of advanced prevention techniques.
- Support the Head of Problem Management in overseeing the daily problem lifecycle from identification to permanent resolution, ensuring SLAs are consistently met.
- Provide hands-on technical guidance to the team during complex investigations and major incident reviews.
- Actively participate in and co-lead in-depth RCAs for recurring, complex, or major IT incidents.
- Partner with Application, Service Delivery, Infrastructure, and Security teams to implement permanent fixes and track CAPA to closure.
- Ensure all technical findings, workarounds, and permanent resolutions are comprehensively documented and shared across IT teams.
Skills and Experiences We Are Looking For:
- Proven ability to drive process improvements and elevate IT service management from reactive to proactive, preventative models.
- Experience handling sensitive IT reporting, preferably within a highly regulated environment like banking or finance, with a strict focus on quality and deadlines.
- Demonstrated experience in training, mentoring, and developing technical staff to improve their troubleshooting and analytical capabilities.
- Proven expertise in areas such as Network Engineering, System Administration, Application Development, Database Administration, or Cloud Technologies.
- Deep familiarity with methodologies like the 5 Whys, Fishbone Diagram, or Kepner-Tregoe.
- Solid understanding of ITIL frameworks, specifically focusing on advanced Problem Management execution.
- Ability to analyze complex data sets, derive actionable insights, and present technical information clearly using Excel, PowerPoint, or data visualization tools.
- Education: Degree in Information Technology, Computer Science, or a related field.
- Background in the banking/financial services sector.
- Knowledge of Service Management and/or Networking, MySQL applications, Unix, and Wintel environments.
- Awareness of automation and AI principles (e.g., AIOps) in IT operations.
- Certified in ITIL or relevant technical domains.
