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Problem Manager

Dublin, , Ireland

Job Description:

Job Title: Problem Manager

LOB: MAPS

Corporate Title: Assistant Vice President

Location: Dublin

Here in our Dublin office we are looking to recruit for a Problem Manager within our MAPS (Market Application Production Services) space. The role is responsible for ensuring that Change, Release and Problem Management services are being performed in line with the expectations of the enterprise and are driving value through proactive processes to identify gaps or failures and increase stability.
 

Responsibilities will include but not limited to:

  • Responsible for improving application stability and resiliency across the organization by reducing incident volumes
  • Responsible for owning and leading problems throughout their lifecycle per the Problem Management process
  • Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision making during Root Cause Analysis and implementation of resolution activities
  • Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology
  • Responsible for continuous improvement of the overall Problem Management process and communication
  • Responsible for producing, maintaining and distributing problem reports for critical business and IT services

The Team:

The MAPS space is underpinned by cutting edge tools, processes and subject matter expertise. The team operates in a technically complex, fast changing and dynamic environment with an excellent culture of growth, learning and development.

Core Skills:

  • Thorough understanding of ITIL service processes with an understanding of the various ITSM Stages, including: Incident Management and Problem Management
  • Practical experience in writing plain English technical root cause analysis reports for all levels of management
  • Experience performing Problem Management activities including:
    • Facilitating root cause analysis meetings
    • Escalating concerns with compliance to the Problem Management Process
    • Holding Subject Matter Experts to date commitments for Known Errors and tasks
    • Data analytics to identify common themes
  • Excellent level of communication skillset (Written & Verbal)

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Job Band:

H6

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: Problem Manager

LOB: MAPS

Corporate Title: Assistant Vice President

Location: Dublin

Here in our Dublin office we are looking to recruit for a Problem Manager within our MAPS (Market Application Production Services) space. The role is responsible for ensuring that Change, Release and Problem Management services are being performed in line with the expectations of the enterprise and are driving value through proactive processes to identify gaps or failures and increase stability.
 

Responsibilities will include but not limited to:

  • Responsible for improving application stability and resiliency across the organization by reducing incident volumes
  • Responsible for owning and leading problems throughout their lifecycle per the Problem Management process
  • Responsible for assessment related to prioritization and escalation of problem records, support team engagement, and decision making during Root Cause Analysis and implementation of resolution activities
  • Responsible for reviewing historical problems and root cause analysis to identify trends and opportunities for improvements across technology
  • Responsible for continuous improvement of the overall Problem Management process and communication
  • Responsible for producing, maintaining and distributing problem reports for critical business and IT services

The Team:

The MAPS space is underpinned by cutting edge tools, processes and subject matter expertise. The team operates in a technically complex, fast changing and dynamic environment with an excellent culture of growth, learning and development.

Core Skills:

  • Thorough understanding of ITIL service processes with an understanding of the various ITSM Stages, including: Incident Management and Problem Management
  • Practical experience in writing plain English technical root cause analysis reports for all levels of management
  • Experience performing Problem Management activities including:
    • Facilitating root cause analysis meetings
    • Escalating concerns with compliance to the Problem Management Process
    • Holding Subject Matter Experts to date commitments for Known Errors and tasks
    • Data analytics to identify common themes
  • Excellent level of communication skillset (Written & Verbal)

Bank of America:

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-21037407

Band: H6

Manages People:

Manager:

Talent Acquisition Contact:

Radley Barco

Referral Bonus:

0

Street Address

Primary Location:
BLOCK D LEOPARDSTOWN RD, Dublin, 18