Problem Manager II

About the Role

We are seeking an experienced Enterprise Problem Manager to join our IT Service Management this hands-on role you will participate in the end-to-end execution of Problem Management and Service Availability Management operations in a fast-paced 24x7 global production environment. You will serve as a key escalation point a process improvement champion and a steady confident leader during high-severity production events. If you thrive under pressure are passionate about eliminating recurring issues at their root and can inspire cross-functional teams to act with urgency and precision we want to hear from you.

What Will You Do

As the Enterprise Problem Manager you will oversee the full lifecycle of major problems and incidents coordinating technical resources driving root cause analysis and ensuring that risk mitigations and key learnings are documented and acted upon. You will facilitate post-incident reviews manage escalations and ensure that all stakeholders - from front-line engineers to senior leadership - are engaged appropriately and kept informed throughout resolution and recovery. You will work with Risk and Compliance teams to help ensure solutions are audit compliant. You will also review and continuously improve Problem Management policies procedures and documentation to keep our operations aligned with ITIL best practices and evolving technology landscapes.

• Acting as the point of contact for reviewing problem tickets within their domain (i.e. Service Desk Network Windows DBA etc.).
• Maintaining the problem control process.
• Resolving problems raised from incident management and problem management.
• Monitoring and tracking the progress of the problems within their domain.
• Providing insight throughout the process of identifying solutions.
• Assisting with the effectiveness of the problem management process as well as making recommendations for improvement.
• Creating problem reports and identifying trends within their domain.

What do you need to succeed

• Bachelors degree in Computer Science Mathematics or a related field preferred.
• 3-5 year Problem Management and Service Now experience
• ITIL Foundations Certification.
• Subject matter expertise in ServiceNow is strongly preferred.
• Experience in banking or financial services a Plus familiarity with monitoring and observability platforms such as Dynatrace Prometheus Grafana Splunk and Introscope and working knowledge of SSO and Federated Identity Management will set candidates apart.
• Experience with process automation orchestration tools and modern deployment frameworks is also highly desirable.
• Should be comfortable working across modern infrastructure environments including AWS Azure Kubernetes OpenShift and containerized architectures as well as AI-driven operational tools.
• Familiarity with Power BI and Tableau for reporting and xMatters for alert and on-call management is a plus.
• Ability to remain flexible in a changing environment.
• Attendance and schedule adherence are requirements of this position.