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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Banking / Financial Services |
| Functional Area | Operations Management / Process AnalysisSales / BD |
| EmploymentType | Full-time |
We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.To us, good performance is about much more than turning a profit. Its about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.Were committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.JOB PURPOSETo regulate the lifecycle of all problems/incidents reported through the ITSC, ensuring strict adherence to Problem Management processes and relevant Service Level Agreements.To provide quality input to, and support of, the post-problem review processes. To guide and support the Problem Managers in completing the RCA that meets the expectation of the organization.KEY RESPONSIBILITIESLead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reportsAssume the role of Problem Coordinator in the Problem Management process.Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (Remedy ITSM) including:o Problem Logging (Remedy ticket)o Problem Investigation & diagnosisEvaluate Post Incident ReviewEvaluate Impact detailsIdentify RCA stakeholdersSteer RCA meetingsConclude Root cause and RCA actionsEscalate and report risk identified.Perform Repeat Incident AnalysisAdhere to the KPIs, ORFs and SLA committed by the organization.Participate in or lead Service Improvement Plans (SIPs)KEY RELATIONSHIPSExternalAuditors/RegulatorsInternalAll Technology Function HeadsAll Operations Function HeadsOthers IT Resilience teamLegal and ComplianceOther Divisions Senior ManagersKnowledge & Skills Min 5 years incident/problem management, preferably in a Banking environment OR 7 years relevant Technical background in an IT environmentProblem-solving skills with an emphasis on resolution of complex technical problems; high degree of logical and analytical thinking with keen attention to detailDemonstrated ability to quickly understand complex systems.Broad technology understanding across Platforms, Middleware, Databases, End User Services and NetworksStrong interpersonal skills, including strong verbal, written and excellent listening skills are required.Ability to deliver consistent results under pressure.Ability to think independently and exercise initiative.Ability to understand KPIs, SLAs and its importance to customer s businessAbility to translate technical information into business/layperson languageAbility to grasp and assess business impact by clear and thorough probing of stakeholdersAbility to derive streams and actions based on the inputs provided by the support teamsTeam-oriented and skilled in working within a collaborative environment. Ability to interact with individuals on all organizational levelsITIL V3 Foundation CertificationITIL Intermediate training on Service OperationsClear Understanding on ITIL principlesOperations experience in a 24x7x365 support model,
Keyskills :
roblem management change management problem solving root cause analysis service improvement service level