Job Description

Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
About the role:
Reporting to the Director of Service Delivery, the Problem Manager is accountable for managing the lifecycle of all problems, contributing to enhancing availability of products and services and eliminating recurring incidents to ensure a world class customer experience.
As a member of the Service Delivery team, the Problem Manager will manage the day-to-day operational problem management process to ensure root cause analysis is completed and documented in alignment with the problem management policies and procedures. This included, but is not limited to facilitating root cause meetings, documenting outcomes, assigning action items and measuring problem management performance against pre-determined SLAs.
The Problem Manager role provides insight to the Business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of root cause analysis related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to KPIS. SLAs, and CSFs. The incumbent will provide governance and oversight; maturing the process and driving problem management adoption.
What you'll do:
Drive root cause diagnosis and build trusted relationships with the IT organization and functions outside of IT to ensure strong problem management best practices
Managing the lifecycle of all problems
Responsible for the documentation of root cause investigation; ensuring response to action items are meeting SLAs
Responsible for recording an accurate description of the root cause investigation within the IT Service Management tool
Assist in the creation and facilitation of the Major Problem Review
Responsible for measuring and reporting on KPIs and the Problem Management Process performance
Responsible for the Continual Improvement of the Problem Management Process
Providing governance and oversight of the end-to-end problem management process
Reporting on organizational performance relative to KPIs and SLAs
Driving problem management adoption across the organization
Participate in Service Improvement initiatives to drive a better customer experience
Overseeing and accountable for the adherence to the problem management policy and procedures
Audit readiness and compliance
Driving improved process integration, especially with Major Incident Management
Proactive problem management. Perform trend analysis to mitigate operational risk and unavailability
Testing and participating in the road map of the ITSM system
Participate in the Major Incident Review
An active facilitator between different functions and business units to drive root case analysis
Required Skills & Experience: 4-7Yrs
Post secondary diploma/degree in Computer Science, Mathematics, Business IT or related major
ITIL qualified
Excellent written and verbal communication in English
Analytical abilities, attention to detail, stability, responsibility as well as customer focus
Ability to work independently as well as part of a customer facing team
Excellent Knowledge of reporting methodology, PowerBI and/or advanced excel. * Good technical understanding across infrastructure, at a high level to ensure understanding of basic concepts
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
ESG: Benefit from paid time off for volunteering and donation matching.
DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
*Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!