Manager- Technology Service Management

To manage the end-to-end lifecycle of assigned problems, from identification and prioritization through root cause analysis, known-error documentation, permanent resolution, and closure.

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.

Number of Staff

No direct reports

• 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.