ITSM Problem Manager – Financial Services IT Operations

Job title: ITSM Problem Manager – Financial Services IT Operations

Company: First Abu Dhabi Bank


Job description: ITSM Problem Manager – Financial Services IT OperationsJoin the UAE’s largest and most secure bank as we continue our mission to deliver world-class digital banking experiences. First Abu Dhabi Bank (FAB) is looking for a highly skilled ITSM Problem Manager to lead root cause analysis efforts, improve service stability, and reduce recurring incidents across complex IT infrastructures.Job Location: Abu Dhabi, United Arab Emirates
Job Industry: Banking
Job Function: Information Technology (IT)
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: AnyWhat Does an ITSM Problem Manager Do?– Lead and manage the full Problem Management lifecycle, from identification to resolution and prevention
– Drive root cause analysis and corrective action for recurring incidents and major outages
– Ensure effective governance and adherence to ITSM frameworks, particularly ITIL standards
– Promote a culture of continuous improvement, identifying systemic issues and leading change initiatives
– Facilitate post-incident reviews and service excellence forums, ensuring accountability and follow-through on improvement actionsWhat Are the Key Responsibilities?– Conduct root cause analysis for recurring issues and work with cross-functional teams to implement permanent fixes
– Maintain accurate and transparent documentation for all problem records, reports, and post-mortem reviews
– Analyze incident trends and performance data to proactively address risks
– Ensure effective use of service management tools (e.g., ServiceNow) for tracking problems, known errors, and resolutions
– Support the IT organization by embedding a blameless problem-solving culture and driving collaboration across departments
– Organize service review meetings and help promote IT service stability and customer satisfactionWhat Skills Are Needed for an IT Problem Management Role in Abu Dhabi?Education and Experience:
– Bachelor’s degree in Computer Science, Information Systems, or a related field
– Minimum 5 years of experience in IT Service Management with a strong focus on Problem and Incident Management
– Proven experience in large enterprise environments, ideally within banking or financial servicesTechnical & Analytical Skills:
– Strong background in IT infrastructure and applications
– Experience with root cause analysis techniques and frameworks (e.g., Kepner-Tregoe, Six Sigma)
– Familiarity with service management platforms such as ServiceNow
– Analytical thinker with ability to translate technical issues into actionable business termsCertifications (Preferred but not mandatory):
– ITIL V4 Certification (Foundation or higher)
– Additional training in continuous improvement or problem-solving methodologiesWhat Benefits Come with This Position?– Play a leading role in driving IT service excellence at the UAE’s top financial institution
– Collaborate with global teams across infrastructure, development, and operations
– Access to continuous learning and professional development opportunities
– Be part of a culture that values innovation, stability, and proactive problem-solving
– Competitive compensation and benefits package in a secure and prestigious banking environmentAbout the CompanyFirst Abu Dhabi Bank (FAB)FAB is the UAE’s largest bank and one of the world’s strongest financial institutions, with operations across 19+ countries. Headquartered in Abu Dhabi, FAB supports global clients across Corporate, Investment, and Personal Banking. As a leader in innovation and customer-focused digital transformation, FAB is committed to building a resilient, forward-thinking banking ecosystem that empowers individuals and organizations to grow stronger together.Job Title ITSM Problem Manager – Financial Services IT Operations
Job Description ITSM Problem Manager – Financial Services IT OperationsJoin the UAE’s largest and most secure bank as we continue our mission to deliver world-class digital banking experiences. First Abu Dhabi Bank (FAB) is looking for a highly skilled ITSM Problem Manager to lead root cause analysis efforts, improve service stability, and reduce recurring incidents across complex IT infrastructures.Job Location: Abu Dhabi, United Arab Emirates
Job Industry: Banking
Job Function: Information Technology (IT)
Salary: Negotiable
Gender: Any
Candidate Nationality: Any
Candidate Current Location: AnyWhat Does an ITSM Problem Manager Do?– Lead and manage the full Problem Management lifecycle, from identification to resolution and prevention
– Drive root cause analysis and corrective action for recurring incidents and major outages
– Ensure effective governance and adherence to ITSM frameworks, particularly ITIL standards
– Promote a culture of continuous improvement, identifying systemic issues and leading change initiatives
– Facilitate post-incident reviews and service excellence forums, ensuring accountability and follow-through on improvement actionsWhat Are the Key Responsibilities?– Conduct root cause analysis for recurring issues and work with cross-functional teams to implement permanent fixes
– Maintain accurate and transparent documentation for all problem records, reports, and post-mortem reviews
– Analyze incident trends and performance data to proactively address risks
– Ensure effective use of service management tools (e.g., ServiceNow) for tracking problems, known errors, and resolutions
– Support the IT organization by embedding a blameless problem-solving culture and driving collaboration across departments
– Organize service review meetings and help promote IT service stability and customer satisfactionWhat Skills Are Needed for an IT Problem Management Role in Abu Dhabi?Education and Experience:
– Bachelor’s degree in Computer Science, Information Systems, or a related field
– Minimum 5 years of experience in IT Service Management with a strong focus on Problem and Incident Management
– Proven experience in large enterprise environments, ideally within banking or financial servicesTechnical & Analytical Skills:
– Strong background in IT infrastructure and applications
– Experience with root cause analysis techniques and frameworks (e.g., Kepner-Tregoe, Six Sigma)
– Familiarity with service management platforms such as ServiceNow
– Analytical thinker with ability to translate technical issues into actionable business termsCertifications (Preferred but not mandatory):
– ITIL V4 Certification (Foundation or higher)
– Additional training in continuous improvement or problem-solving methodologiesWhat Benefits Come with This Position?– Play a leading role in driving IT service excellence at the UAE’s top financial institution
– Collaborate with global teams across infrastructure, development, and operations
– Access to continuous learning and professional development opportunities
– Be part of a culture that values innovation, stability, and proactive problem-solving
– Competitive compensation and benefits package in a secure and prestigious banking environmentAbout the CompanyFirst Abu Dhabi Bank (FAB)FAB is the UAE’s largest bank and one of the world’s strongest financial institutions, with operations across 19+ countries. Headquartered in Abu Dhabi, FAB supports global clients across Corporate, Investment, and Personal Banking. As a leader in innovation and customer-focused digital transformation, FAB is committed to building a resilient, forward-thinking banking ecosystem that empowers individuals and organizations to grow stronger together.
Post DetailsJob Start Date 1970-01-01
Salary from 0.00
Salary to 0.00
Number of Vacancies 1
Location –Location City : Abu Dhabi, United Arab EmiratesDesired Candidate’s Profile
Gender No Preference
Nationality
Candidate Current Location

Expected salary:

Location: Abu Dhabi

Job date: Mon, 21 Apr 2025 22:53:22 GMT

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