ITSM Problem Manager – Financial Services IT Operations

ITSM Problem Manager – Financial Services IT Operations

Job Location: Abu Dhabi, United Arab Emirates
Job Industry: Banking
Job Function: Information Technology (IT)
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: Any

What Does an ITSM Problem Manager Do?

1. Lead and manage the full Problem Management lifecycle, from identification to resolution and prevention
2. Drive root cause analysis and corrective action for recurring incidents and major outages
3. Ensure effective governance and adherence to ITSM frameworks, particularly ITIL standards
4. Promote a culture of continuous improvement, identifying systemic issues and leading change initiatives
5. Facilitate post-incident reviews and service excellence forums, ensuring accountability and follow-through on improvement actions

What Are the Key Responsibilities?

1. Conduct root cause analysis for recurring issues and work with cross-functional teams to implement permanent fixes
2. Maintain accurate and transparent documentation for all problem records, reports, and post-mortem reviews
3. Analyze incident trends and performance data to proactively address risks
4. Ensure effective use of service management tools (e.g., ServiceNow) for tracking problems, known errors, and resolutions
5. Support the IT organization by embedding a blameless problem-solving culture and driving collaboration across departments
6. Organize service review meetings and help promote IT service stability and customer satisfaction

What Skills Are Needed for an IT Problem Management Role in Abu Dhabi?

1. Bachelor's degree in Computer Science, Information Systems, or a related field
2. Minimum 5 years of experience in IT Service Management with a strong focus on Problem and Incident Management
3. Proven experience in large enterprise environments, ideally within banking or financial services

1. Strong background in IT infrastructure and applications
2. Experience with root cause analysis techniques and frameworks (e.g., Kepner-Tregoe, Six Sigma)
3. Familiarity with service management platforms such as ServiceNow
4. Analytical thinker with ability to translate technical issues into actionable business terms

1. ITIL V4 Certification (Foundation or higher)
2. Additional training in continuous improvement or problem-solving methodologies

What Benefits Come with This Position?

1. Play a leading role in driving IT service excellence at the UAE's top financial institution
2. Collaborate with global teams across infrastructure, development, and operations
3. Access to continuous learning and professional development opportunities
4. Be part of a culture that values innovation, stability, and proactive problem-solving
5. Competitive compensation and benefits package in a secure and prestigious banking environment