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ITSM Problem Manager – Financial Services IT Operations Job Vacancy in UAE Abdu Dhabi
Posted date [2025-04-20]
(ID: 34439)
 |
As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
ITSM Problem Manager – Financial Services IT Operations
Join 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: Any
What 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 actions
What 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 satisfaction
What 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 services
Technical & 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 terms
Certifications (Preferred but not mandatory):
- ITIL V4 Certification (Foundation or higher)
- Additional training in continuous improvement or problem-solving methodologies
What 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 environment
About the Company
First 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.
Join 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: Any
What 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 actions
What 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 satisfaction
What 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 services
Technical & 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 terms
Certifications (Preferred but not mandatory):
- ITIL V4 Certification (Foundation or higher)
- Additional training in continuous improvement or problem-solving methodologies
What 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 environment
About the Company
First 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.
