Job description
Job Title: Problem Manager
Department: Technology – Service Management
Experience Required: 8–10 years
Industry Background: Banking and Financial Services
Technical Exposure: ITIL, Core Banking Systems, AI-based Problem Management Tools
Job Purpose
The Problem Manager will lead the end-to-end lifecycle of problem management across banking technology platforms, ensuring root cause analysis (RCA), resolution, and prevention of recurring incidents. This role is critical to maintaining service stability and driving proactive improvements using AI-powered tools and automation.
Key Responsibilities
- Problem Lifecycle Management: Own and manage the full lifecycle of problems—from detection to resolution—ensuring timely closure and documentation in line with SLA targets
- Root Cause Analysis (RCA): Lead RCA sessions and ensure quality and timeliness of RCA submissions. Collaborate with resolver groups and command centre teams
- Proactive Problem Detection: Implement AI-driven tools and analytics to identify patterns and prevent incidents before they occur
- Stakeholder Coordination: Work closely with application owners, infrastructure teams, and business units to drive resolution and improvement plans
- Reporting & Metrics: Track KPIs such as RCA SLA and action item SLA. Present findings in forums like Service Stability Quorum and SIP meetings
- Continuous Improvement: Drive automation and process enhancements. Recommend changes to SOPs and workflows based on incident trends
Required Skills & Experience
- Proven experience in problem and incident management within banking technology environments.
- Strong understanding of core banking platforms (e.g., Oracle FLEXCUBE) and their dependencies
- Hands-on experience with AI-based problem detection tools, log analytics platforms (e.g., Splunk), and ITSM tools (e.g., Helix)
- Familiarity with ITIL processes, especially around service stability, RCA, and SIP governance
- Excellent communication and stakeholder management skills.
- Ability to lead cross-functional investigations and drive consensus on resolution paths.
Preferred Qualifications
- ITIL Foundation or Practitioner Certification.
- Experience with AI/ML tools for predictive analytics in IT operations.
- Exposure to cloud platforms (Azure, AWS) and hybrid infrastructure models.
- Prior experience in managing service improvement plans and action trackers
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
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