Danske Bank Looking for Problem Manager, IT Service Management at Bengaluru, Karnataka Full Time

Full Job Description

Accountable for managing the problem management lifecycle.

Driving the coordination of problem investigations across multiple application and infrastructure teams and with the technical subject matter experts with the primary goals of identifying the root cause and solutions for all major incidents in Danske Bank.

Required to interact and communicate with suppliers/vendors, technology/application support teams, and senior leadership to ensure Problem Management objectives are addressed and expectations are managed.

Identifies proactive trends through Incident, Event & Problem database and recommend/implement service improvement plans with the possible solutions obtained from technical teams to reduce incident occurrences.

Maintains inventory of problems under analysis and their current progress and status and follows up with RCA owners till closure.

Establish strong working relationships with the stakeholders.

Working closely with the IT Operations and Governance teams in establishing a sustainable Continuous Service Improvement model.

Eventual removal of Known errors by implementing corrective and mitigation tasks.

Problem Management reporting & dashboards

Conducting Problem management process sessions to different stakeholders

Provide process guidance to the teams managing the Problem lifecycle

Coordinating ServiceNow tool changes for Problem module

Minimum 2-4 years of successful working experience in Problem Management.

Understanding of key ITIL processes such as Incident & Change Management

Understanding of infrastructure and applications

SIP/CSI initiatives

ServiceNow experience

Excellent verbal, written & presentation skills