ITSM Technology Problem Management Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Community Investment Bank, you will play a leadership role in Problem management ensuring the operational stability, availability, and performance of our production services. Critical thinking, analytical reasoning to prevent incident themes recurrence while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Drives Root Cause Analysis (RCA) for incidents, ensuring thorough investigation and resolution, tracking impacts, problem ticket actions and defects or solutions addressing system gaps, implementing preventive measures and reporting summaries to executive, technical and client or business stakeholders.
• Drive solutions and process improvements that reduce incident and issue themes recurrence based on thorough thematic analysis, enhance service resilience, increase problem resolution rates and apply lessons learned across technology teams at scale.

• Identifies opportunities to eliminate or automate remediation of recurring issues and implement using Python and AI/ML based solutions to improve decision-making, driving data-driven insights improve overall operational stability of software applications and systems

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• Collaborates with Development and Support teams to analyze, review, and facilitate changes or efforts to reduce Client impact, impact duration or Mean Time to Recover (MTTR) and mitigate operational risks in Production environments.
• Prepares for and support information for internal and external stakeholder forums, audits with comprehensive ITSM evidence, monthly metrics reports including key risk indicators, operational and compliance and ensure adherence to regulatory standards, separation of duties, and firmwide policies

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 5+ years applied experience

• Hands-on problem-solving skills and proven ability to drive thorough Root Cause Analysis and service transformation.

• Proven experience in ITSM including Problem Management, Defect Management, Incident and Change Management while troubleshooting, resolving, and maintaining information technology services

• Demonstrated proficiency in strong decision-making capabilities and proven ability to identify problems and recommend solutions
• Proficient in building relationships from both customer and technology perspectives in a global organization with proven ability to influence stakeholders across cross-functional teams and drive results.
• Hands-on practical experience developing solutions using Python for problem management automation and utilizing Tableau, AI and machine learning solutions to improve decision-making.
• Proficient in reviewing large volumes of data, provide direction, drive thematic driven proactive problem management and communicate data-driven insights effectively to inform strategic decisions.
• Strong oral and written communication skills, including the ability to engage in technical discussions, provide clear insights and effectively communicate with senior management.
• Demonstrated ability to multitask and prioritize in high-pressure environments; results-oriented.

Preferred qualifications, capabilities, and skills

• Experience in a Payments Technology a plus
• Hands on experience AI/ML tools for analytics and reporting