IT Problem Manager at Sterling Bank

Job Summary
To minimise the adverse impact of underlying cause of one or more incidents) that are caused by underlying errors within the IT Infrastructure, and to proactively prevent recurrence of incidents related to these errors.

Job Description

• Analyze and report incidence trend data to identify and eliminate root causes.
• Work with the technology stakeholders regarding the maintenance of the Known Error Database.
• Initiate actions to fix interruptions to service caused by errors/faults in the IT infrastructure.
• Lead and facilitate post event investigations into high impact faults.
• Maintain inventory of disputes under analysis, their current progress and status
• Produce statistics and reports to demonstrate performance of the incidence Management process and manage issues through to resolution.
• Identify trends and potential Problem sources (by reviewing Incident and Problem analyses).
• Assign the complaints to appropriate desk for resolution.
• Diagnose faults and determine whether new incidents are related to known errors or existing problem records.

Job Experience

• Minimum of at least 2 years’ experience in IT service management role