Problem Manager

Responsible for ensuring the Key Controls, as defined by global Service Management practices, are being achieved within the region and helps to ensure that IT services are meeting expected service levels and are working within our risk and control framework. Working in collaboration with our colleagues in the cross functional technology teams, Global Businesses and Global Functions, the Problem management team ensures all major incidents have root cause identified within an acceptable duration. The team governs and ensures diligent resolution and closure of actions and also undertakes continuous drill down analysis of problem/root cause/change data to identify and address systemic/thematic trends and patterns of failures for all service tiers, engaging stakeholders to help prevent recurrence across all similar environments.