Investment Platform Problem Manager

SUMMARY:

Goldenrule

is thrilled to offer an exciting career opportunity for an Investment Platform Problem Manager to join our 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' 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 analyzing 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 analyze 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.