- Up to £75,000 (DOE)
- Central London (3 days on-site per week)
- Permanent
This is an exciting opportunity to shape and lead the fintech organisation's Problem Management framework, collaborating with Incident Managers, Engineering, and Product teams. You'll play a pivotal role in boosting service reliability, utilising AI-powered analysis, and fostering a proactive problem-solving culture.
- Job Title: Problem Management Specialist
- Job Type: Permanent
- Working Arrangement: Hybrid (3 days on-site per week)
- Office Location: London
Responsibilities: - Act as the Process Owner, ensuring the problem management process aligns with the organisation's agile and AI-driven model.
- Partner with Incident Managers to transition significant incidents into structured analysis and follow-up.
- Lead end-to-end root cause investigations for major and recurring incidents.
- Perform proactive trend analysis using incident data and AI insights to identify improvement opportunities.
- Drive continuous improvement initiatives with cross-functional teams to prevent recurrence.
Required Experience/Skills: - 5+ years' experience in Problem Management or service reliability/operations improvement.
- 3+ years' experience in IT Service Management, with strong knowledge of ITIL or equivalent frameworks, adapted for agile and DevOps/SRE environments.
- Proven ability to define and mature problem management processes independently.
- Experience with AI-enabled analytics or automation tools for incident prevention.
- Excellent written and verbal communication skills for diverse audiences.
- Confident facilitation skills to influence and align multiple teams.
- A growth mindset-curious, collaborative, and motivated to improve continuously.
