Senior Manager – Incident and Problem (Problem Manager)

About the role

The Problem Manager will lead the end‑to‑end lifecycle of problem management across banking technology platforms. This senior role ensures root‑cause analysis, timely resolution and proactive prevention of recurring incidents, leveraging AI‑driven tools and automation.

Key responsibilities

• Own and manage the full problem lifecycle from detection to resolution, meeting SLA targets and maintaining comprehensive documentation.
• Lead RCA sessions, produce high‑quality RCA reports and coordinate with resolver groups and command‑centre teams.
• Implement AI‑driven analytics to detect patterns, predict incidents and drive proactive problem prevention.
• Collaborate with application owners, infrastructure teams and business units to drive resolution and continuous improvement plans.
• Track and report KPIs such as RCA SLA and action‑item SLA in Service Stability Quorum and SIP meetings.
• Drive automation, process enhancements and SOP updates based on incident trends.

Required profile

• 8–10 years of experience in problem and incident management within banking technology environments.
• Strong knowledge of core banking platforms (e.g., Oracle FLEXCUBE) and their dependencies.
• Hands‑on experience with AI‑based problem detection tools, log‑analytics platforms and ITSM solutions.
• Familiarity with ITIL processes, especially service stability, RCA and SIP governance.
• Excellent communication and stakeholder‑management abilities.

Required skills

• ITIL framework (Foundation or Practitioner certification preferred).
• Core banking systems – Oracle FLEXCUBE.
• AI/ML‑based problem detection tools.
• Log‑analytics platforms – Splunk.
• ITSM tool – Helix.
• Cloud platforms – Azure, AWS.