Investment Platform Problem Manager

About the position

We are thrilled to offer an exciting career opportunity for an Investment Platform Problem Manager to join a dynamic IT Service Management (ITSM) team. If you're passionate about solving complex problems, driving systemic improvements, and delivering digital excellence, we want to hear from you.

Experience:


5 - 8 years of experience in IT Incident and Problem management preferably in a Financial Services / Asset Management / Platform environment.


Qualifications:

• Matriculation Certificate


• Relevant degree in IT/Business Management


• IT Service Management Certification (ITIL4)


• Governance framework certification (Cobit) will be an advantage

As a key member of the ITSM team, the successful candidate will be responsible for:

• Conducting in-depth investigations into IT-related issues to identify permanent resolutions that prevent recurring incidents and mitigate business impact.


• Identifying and analysing the root causes of incidents and recommending effective methods to eliminate them.


• Owning and overseeing the end-to-end management of assigned problems, ensuring consistent execution and resolution quality.


• Coordinating all aspects of problem resolution by engaging appropriate stakeholders across the business and technology units.


• Participating in solution implementation efforts while adhering strictly to change control protocols.


• Applying structured problem management methodologies to analyse trends behind recurring incidents.


• Monitoring data within the ticketing system to proactively identify chronic issues suitable for Problem Management intervention.


• Communicating the status and progress of problem records using various channels to ensure transparency and alignment.


• Leading post-implementation reviews to validate the effectiveness of changes, ensuring accurate updates to known errors and associated incidents.


• Collaborating closely with Incident Management to ensure prompt identification and actioning of post-incident problems, especially those related to change.


• Ensuring problems are effectively diagnosed, documented, and escalated according to defined quality standards.


• Spotting trends, limitations, and opportunities for continuous service improvement.


• Driving service improvement initiatives based on metric analysis and performance reviews.


• Receiving and synthesizing status updates, while ensuring that production meetings are conducted professionally and effectively.


• Creating and delivering timely, data-driven reports with actionable insights.


• Representing Problem Management in Change Management forums and other relevant meetings.


• Providing after-hours support when required to maintain service continuity.

 

Desired Skills:

• Systems Analysis
• Complex Problem Solving
• Programming/configuration
• Critical Thinking
• Time Management