IT Problem Management Lead
Job posting done by Sheralynn Tjioe, Technology Recruitment at Kerry Consulting
Email: [email protected]
Our Client is a leading leading stable firm.
The IT Problem Management Lead, as part of the IT Service Management (ITSM) team at a financial institution ensures that ITIL processes are operationally relevant and optimized, providing technology teams with a framework to deliver effective IT services to customers.
The Technology Problem Manager is tasked with identifying, analyzing, and mitigating the root causes of major incidents and recurring IT issues. This role is crucial for maintaining long-term stability within the IT environment by preventing incidents from recurring, enhancing system performance, and minimizing disruptions.
Key Responsibilities
- Proactively identify potential problems through analysis of incident trends and service data.
- Lead root cause analysis (RCA) initiatives for recurring and major incidents to prevent future occurrences.
- Document the outcomes of RCA meetings, ensuring comprehensive investigations that consider all contributing factors and potential systemic issues.
- Present root cause analyses, action plans, and resolutions clearly to both technical and non-technical stakeholders.
- Communicate findings and updates with relevant parties to enhance service reliability.
- Maintain and improve the problem management process in accordance with ITIL best practices.
- Oversee the Known Error Database (KEDB), ensuring that all known errors are accurately documented and accessible to relevant teams.
- Monitor and track known errors to ensure they are addressed promptly, minimizing operational impact.
- Collaborate with incident and change management teams to update or retire known errors as fixes are implemented.
- Share known errors and workarounds with relevant teams to improve the efficiency of incident resolution.
- Identify risks that could lead to disruptions and work proactively to mitigate them through effective problem management.
- Track and report all problem management-related key performance indicators (KPIs) in a timely manner.
Requirements
- A minimum of 5 years of experience managing problem investigations within a complex technological environment that supports real-time transactions.
- ITIL v3/v4 Foundation Certification is required; advanced ITIL certifications are preferred.
- Relevant technology certifications (e.g., AWS, Azure, Cisco) are a plus.
- Excellent communication and writing skills, with the ability to articulate complex matters clearly.
- Strong understanding of IT infrastructure components (servers, databases, networking) and their interdependencies.
- Proven experience in conducting complex root cause analyses and incident resolution in multi-vendor and multi-platform environments.
- Familiarity with monitoring and alerting tools (e.g., ELK, SolarWinds).
- Self-motivated and capable of working independently.
- Strong problem-solving skills, with the ability to analyze intricate technical issues and perform effective root cause analysis.
To Apply:
For a confidential discussion regarding your next Technology role, please submit your resume (in MS Word format) to Sheralynn Tjioe at [email protected], quoting the job title. We regret that only shortlisted candidates will be contacted.
Registration No.: R1878306 License No.: 16S8060
