Manager-Service Technology.Technology Operations - Technology Service Management

About the role

The role coordinates technical and business stakeholders, challenges RCA quality, tracks corrective and preventive actions to agreed timelines, and verifies that implemented solutions reduce recurrence and service risk. It also maintains accurate, audit-ready Problem Management records and provides clear insight on trends, risks, and improvement opportunities to the Head of Problem Management.

What you'll do

• Identify and log problems arising from recurring, high-impact, or trend-based incidents within assigned technology domains
• Own assigned problem records from initiation to closure, ensuring accurate categorization, prioritization, evidence, status, and stakeholder updates
• Plan and facilitate RCA sessions with relevant technical, operations, business, and vendor teams
• Review and challenge RCA submissions to ensure the root cause is evidence-based and distinct from symptoms or contributing factors
• Define, assign, and track corrective and preventive actions, escalating overdue items, dependencies, and execution risks

What you need

• Root cause analysis
• Documentation
• Any graduate