AVP/VP, Problem Management Specialist, SRE & Governance, Group Technology

Business Function

Group Technology enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Technology, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

• Lead the rapid recovery of high-priority incidents, minimizing business impact and ensuring timely restoration of banking services.
• Drive the Problem Management lifecycle, conducting thorough root-cause analysis (RCA) and implementing preventive measures to eliminate recurring issues.
• Oversee Event Management processes, optimizing monitoring systems and alert thresholds to proactively detect and resolve anomalies before they impact services.
• Collaborate closely with cross-functional technology teams, application owners, and business stakeholders to maintain service stability and reliability.
• Define, monitor, and report on key performance indicators (KPIs), service level agreements (SLAs), and operational metrics.
• Facilitate post-incident reviews and prepare comprehensive technical reports and action plans for senior leadership.
• Identify and implement opportunities for automation and continuous process improvement within the service delivery framework.

Requirements

• Degree in Computer Science, Information Technology, or a related field.
• Proven experience in IT Service Management (ITSM), with a strong focus on Incident, Problem, and Event Management within a complex technology environment.
• Deep understanding of ITIL frameworks, with relevant ITIL certifications being highly advantageous.
• Hands-on experience with ITSM platforms (such as ServiceNow) and enterprise monitoring tools (such as Splunk, AppDynamics, or Geneos).
• Strong analytical, troubleshooting, and decision-making skills, with the ability to manage critical situations under pressure.
• Excellent communication and stakeholder management skills, with the ability to present complex technical information clearly to diverse audiences.
• Ability to work effectively in a fast-paced, collaborative, and 24/7 operational environment.

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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