Owns and drives the end-to-end Problem Management practice, ensuring actual and potential causes of incidents are identified, analysed, documented, governed, and progressively eliminated. Accountable for problem lifecycle control across reactive and proactive Problem Management, including root cause analysis, trend analysis, known error management, post-incident review facilitation, and corrective/preventive action tracking. Acts as a stability enabler for FinTech services such as payments, wallets, APIs, USSD, and related digital platforms across Group and OPCO operations.

Responsibilities

Drive reactive Problem Management for major incidents, recurring incidents, and high-impact issues requiring formal RCA and prevention plans
Drive proactive Problem Management through trend analysis, recurring incident clusters, monitoring/Event data, vendor advisories, backlog analysis, and service risk indicators
Identify systemic issues before they cause repeat customer impact or material service degradation
Coordinate and facilitate evidence-based root cause analysis across resolver teams, vendors, service owners, and OPCOs; challenge weak or incomplete RCA submissions
Facilitate post-incident reviews for major incidents and significant recurring failures, capturing lessons learned and improvement actions
Transition analysed problems to Known Error status; maintain the Known Error Database and ensure workarounds are published
Periodically review aged known errors, accepted risks, and technical debt with stakeholders
Translate RCA outcomes into corrective/preventive actions with clear ownership, due dates, and closure evidence
Ensure permanent fixes progress through Change Management, with change records linked to problem/known error records in ServiceNow
Track post-implementation validation, recurrence monitoring, and closure readiness
Define and enforce Problem Management use of ServiceNow (record quality, mandatory fields, linkages, workflow discipline, auditability)
Ensure integration between Problem Management and Incident, Change, Event, Major Incident, Knowledge, and Continual Improvement practices
Produce reporting on problem backlog, RCA compliance, known error backlog, recurrence trends, and corrective action closure
Establish and monitor KPIs: repeat incident rate, RCA timeliness, mean time to identify root cause, aged problem backlog, proactive problem ratio, action closure performance
Chair/coordinate Problem Management governance forums, RCA reviews, and backlog reviews with Group Fintech, OPCOs, resolver teams, and third parties
Support standardisation of Problem Management practices across Fintech OPCOs
Escalate non-responsiveness, overdue RCA deliverables, and chronic repeat failures through the agreed governance model
Support risk reduction by identifying systemic weaknesses in process, tooling, integrations, controls, vendor performance, and service design
Contribute to policy, procedure, SLA, and operating model improvements strengthening resilience

Experience and education

Bachelor's degree in Computer Science, Information Systems, Engineering, or related field
ITIL v4 certification strongly preferred
5+ years in IT Operations/IT Service Management with direct involvement in Problem Management, Incident Management, service stability, or operational governance
Demonstrated hands-on experience with Problem Management lifecycle control, RCA facilitation, known error management, and corrective/preventive action tracking
Experience with ServiceNow Problem Management or equivalent ITSM tooling (workflow governance, reporting, record quality control)
Practical experience with trend analysis, monitoring/Event data, service dashboards, and data-driven decision-making
Experience in vendor-driven environments and cross-functional stakeholder management across teams, cultures, and geographies
Advantageous: exposure to FinTech, payments, wallets, API platforms, channels, USSD, or telecom-adjacent digital services
Advantageous: regulated-environment experience, awareness of data privacy/information security/audit requirements