Problem Manager

About the Company 

RBL Bank is one of India’s fastest-growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets, and Treasury and Financial Markets Operations. It currently services over 11.53 million customers through a network of 502 branches; 1,418 business correspondent branches (of which 289 banking outlets) and 414 ATMs spread across 28 Indian states and Union Territories.

Job Role: Problem Manager

Job Summary:

We are seeking a skilled and detail-oriented Problem Management Specialist to join our dynamic team. As a Problem Management Specialist, your primary focus will be on identifying, analysing, and permanently fixing service impacting & recurring Incidents/IT issues to minimize business impact and improve overall system stability. Your expertise in problem management processes and tools will play a crucial role in driving continuous improvement and proactive problem prevention.

Responsibilities:

•  Identify and investigate service impacting & recurring IT incidents and problems, ensuring root cause analysis is performed in a timely manner.
•  Responsible for managing the lifecycle of all problems, preventing incidents from happening again, minimizing the impact of unavoidable incidents.
•  Collaborate with cross-functional teams to analyse complex technical issues and develop effective solutions.
•  Facilitate problem management meetings, ensuring stakeholders are engaged and informed throughout the problem resolution process.
•  Implement and maintain problem management processes and procedures to ensure consistent and efficient problem resolution.
•  Monitor and report on the progress of problem investigations, ensuring that all actions are tracked & completed within defined timelines.
•  Ensures that Problem tickets are up to date on ITSM tool. Problem Tracker is updated and maintained.
•  Focussing on automating tasks on ITSM tool.
•  Conduct trainings & handling audits pertaining to Problem Management Process.
•  Ensuring that Problem Management KPI’s are consistently being met.
•  Drive proactive problem prevention initiatives, including trend analysis and the implementation of preventive measures.
•  Maintain accurate documentation of problems, known errors, and workarounds, ensuring they are readily accessible to the support teams.
•  Work closely with the Change Management team to ensure that changes are properly assessed for potential impact on existing problems tickets.
•  Provide guidance and support to incident management teams in resolving complex incidents and identifying potential problem areas.
•  Accountable for the overall health and success of the Problem Management Process.
•  Responsible for maintaining process and operating procedure documents.
•  Risk identification & maintaining it over Risk register.
•  Responsible for identifying opportunities for Continual service improvement.
•  Accountable for Problem Management Reporting & Metrics

Qualifications:

•  Proven experience in problem management or related IT service management roles.
•  In-depth knowledge of problem management processes, methodologies, and tools (e.g., ITIL).
•  Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions under pressure.
•  Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
•  Experience in facilitating problem management meetings and driving cross-functional collaboration.
•  Familiarity with incident management, change management, and service desk processes.
•  Strong documentation skills and attention to detail.
•  ITIL Foundation certification or higher is desirable.