The Problem Manager will enable the always available bank by ensuring the core ITIL Service Management processes improves root cause analysis and implementation of solutions. The strong analytical and trouble shooting skills will assist when liaising across third party technology partners and internal stakeholders to solve problems effectively. The key responsibility of this role is to reduce repeat incidents and implement proactive problem identification through event trend analysis. The role matures current problem management framework ensuring design and operating effectiveness of the process. The role may require 24 x 7 escalation management and on call rostering as it works closely with the Incident Manager.

REQUIREMENTS

• IT based degree, university degree, or equivalent work experience required
• 8+ years in IT Operations within an organization of more than 4000 users with at least 3 years of experience in banking
• 5+ years' experience in implementing and maturing ITIL Service Management Processes
• 3+ years' experience in Service Delivery reporting and business stake holder management

ABOUT THE COMPANY

Mark Williams is a Dubai recruitment company with a wealth of Search & Selection experience. Mark Williams International is a subsidiary of the Williams Group UK and in December 2009 set up the Middle East business.

Mark Williams is a fully licensed recruitment firm currently focused on fulfilling clients needs in; Emiratisation, Financial Services and Information Technology related position within the United Arab Emirates. The initial focus was looking at Emiratisation into the Financial Services sector across all seven Emirates. With an increased demand for over the subsequent years for Emiratisation we have broadened our scope to place UAE Nationals into Industry & Government with dedicated teams for Emiratisation into Financial Services and Industry. Given our focus is primarily on the local market it gives us a depth of understanding & knowledge that enables us deliver our business partners an unrivaled service in terms of; speed and most importantly, quality.

Founding the Middle East business in adverse market conditions has enabled us to capture market-share and establish ourselves as a house hold name within our specialisms. Within two years we had outgrown our initial office and moved to the prestigious Business Central Towers in Media City. Mark Williams, at the end of 2014 has completed its third upscaling of operations to Bay Square, Business Bay. This was a strategic move to enable continued business growth by servicing clients and candidates with improved infrastructure, access and parking. Mark Williams provides candidates and clients private meeting rooms, testing facilities and board room access to facilitate screening and interviews. With our current capacity and growth ambitions Mark Williams is now one of the fastest growing Recruitment agencies in the region.