Problem Manager

• 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.