- Develop and maintain the overall strategy and roadmap for the Problem Management function.
- Establish and enforce policies, procedures, and best practices for managing IT incidents and problems, ensuring compliance with industry standards and regulatory requirements (e.g., ITIL).
- Oversee the entire problem management lifecycle, from detection and logging to investigation, analysis, and resolution.
- Prioritize problems based on their impact and urgency.
- Coordinate with relevant teams (e.g., aftersale, Operations) to investigate and resolve incidents and problems.
- Lead or participate in root cause analysis efforts to identify the underlying causes of incidents and problems.
- Facilitate RCA meetings with relevant stakeholders to ensure thorough analysis and effective solutions.
- Document RCA findings and recommendations to prevent future occurrences.
- Develop and implement action plans to address the root causes of problems.
- Define and track key performance indicators (KPIs) for the Problem Management team
Bachelor’s degree in information technology, Computer Science, or a related field (preferred).Proven experience in leading and managing a team.Strong technical understanding of IT systems, applications, DB, and infrastructure.Demonstrated ability to manage problems and identify permanent fixes.Excellent leadership, communication, and interpersonal skills.Strong analytical and problem-solving skills.Ability to work under pressure and meet tight deadlines.Proficient in incident and problem management tools and methodologies.Knowledge of ITIL best practices.Excellent organizational and time management skillsAbility to adapt to a rapidly changing environment.Minimum of 4-7 years of relevant experience.Experienced within Fin-Tech industry is preferred Excellent command of English