Manager - Technology Service Management

This is a fully remote position, open to applicants in India.

📋 Description

• Identify and document issues that stem from recurring, high-impact, or trend-based incidents within designated technology sectors.

• Take ownership of assigned problem records from start to finish, ensuring proper categorization, prioritization, documentation, status updates, and stakeholder communication.

• Plan and lead root-cause analysis sessions involving technical, operational, business, and vendor teams.

• Evaluate and question root-cause analysis submissions to guarantee conclusions are based on solid evidence.

• Define, allocate, and monitor corrective and preventive actions, while escalating overdue tasks, dependencies, and execution risks as necessary.

• Maintain records of known errors, workarounds, and Knowledge Base articles.

• Oversee the implementation of permanent solutions through Change and Release Management and validate the effectiveness post-implementation.

• Conduct proactive trend analysis to identify emerging risks, weak controls, and candidates for service improvement initiatives.

• Generate reports on problem aging, RCA compliance, action closure, recurrence, and achieved service improvements.

• Keep comprehensive, traceable, and audit-ready Problem Management documentation.

• Coordinate investigations across application, infrastructure, operations, cybersecurity, business, and third-party service areas.

• Assist in fulfilling Risk, Compliance, and Audit requests by providing complete documentation and evidence.

• Escalate unresolved ownership issues, significant risks, repeated SLA violations, and cross-domain obstacles to the Head of Problem Management.

• Reopen or escalate problems when implemented actions fail to mitigate recurrence.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline, or equivalent relevant experience.

• ITIL Foundation certification is mandatory.

• Advanced ITIL or recognized RCA certification is preferred.

• Practical experience in managing problem records, facilitating RCA, tracking corrective actions, and maintaining known errors within an ITSM environment.

• Familiarity with ITSM practices, including Incident, Change, Release, Knowledge, Service Level, and Continual Improvement Management.

• Strong analytical skills and proficiency in RCA methodologies, incident trend analysis, and evidence-based decision-making.

• Experience utilizing ITSM platforms, dashboards, and reporting tools to oversee workflow, aging, SLA, recurrence, and action status.

• Ability to comprehend application, infrastructure, integration, database, network, and third-party service dependencies to a level adequate for coordinating investigations.

• Excellent facilitation, stakeholder management, negotiation, and written communication skills.

• High attention to detail in documentation, evidence management, governance, and audit preparedness.

• Experience in banking, financial services, or another regulated, high-availability environment is preferred.

• Capability to manage multiple investigations and competing deadlines without direct supervisory oversight.

🏝️ Benefits

• Opportunities for professional development and career advancement.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and a supportive work environment.