Senior Engineer- Service Management- Problem Management (Emiratized Role)

FAB, the UAE's largest bank and one of the world's most secure financial institutions, is dedicated to creating value for its employees, customers, shareholders, and communities. Through innovation, agility, and differentiation, FAB is committed to fostering growth. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting and dynamic industry

JOB PURPOSE:

The ITSM Problem Manager is responsible for leading the Problem Management process within First Abu Dhabi Bank’s IT organization. This role focuses on minimizing the impact of IT incidents by identifying root causes, driving permanent solutions, and preventing recurrence. The Problem Manager works across technical teams to ensure effective resolution of problems, adherence to ITSM best practices, and a culture of continuous improvement in service delivery. This position requires strong collaboration and communication to influence stakeholders and facilitate proactive problem-solving in a fast-paced financial technology environment.

KEY ACCOUNTABILITIES:

This role offers the opportunity to significantly impact service quality at First Abu Dhabi Bank by preventing issues before they escalate and ensuring our technology services run smoothly. The ideal candidate will combine technical acumen with outstanding process management and people skills to drive excellence in IT service delivery. Additionally, the role drives continuous service improvement (CSI) initiatives, identifies automation opportunities, and implements solutions to enhance operational efficiency and reduce costs.

JOB CONTEXT

• Root Cause Analysis: Lead proactive and reactive root cause analysis efforts for recurring problems and major incidents, coordinating across IT teams to identify underlying issues and permanent fixes.
• Reporting: Write clear, concise problem investigation reports that detail findings, root causes, impacts, and recommended corrective actions or improvements. Ensure documentation is understandable to both technical and non-technical stakeholders.
• Process Governance: Ensure adherence to the Problem Management process across teams. This includes enforcing process steps, maintaining problem records, tracking progress on problem resolution, and updating known error databases as needed.
• Continuous Improvement: Drive a culture of continuous improvement in incident and problem management. Analyze incident trends and problem metrics to identify patterns, and work with teams to implement preventive measures and process enhancements that improve service reliability.
• Post-Mortems: Organize and facilitate blameless post-mortem meetings (post-incident reviews) after major incidents. Document the outcomes thoroughly, including timeline of events, contributing factors, and lessons learned. Follow up to ensure all agreed improvement actions are completed and embedded.
• Service Excellence Forum: Play a key role in the Service Excellence Forum by bringing teams together to review high-impact incidents and problems. Share knowledge and incident learnings across the organization, analyze recurring issues or systemic patterns, and drive collaborative efforts to improve overall service quality and stability.
  
  

• Education: Bachelor’s degree in Computer Science, Information Systems, or a related field.
• ITSM Experience: Proven experience (5+ years) in IT Service Management roles, with a strong focus on Problem Management and Incident Management processes. Deep understanding of ITSM frameworks (e.g., ITIL) is essential.
• Technical Background: Solid technical background in IT infrastructure and/or applications, enabling effective discussion of issues with engineers and technical teams. Experience with root cause analysis techniques and tools in a complex IT environment is required.
• Analytical Skills: Demonstrated ability to analyze incident data and problem trends to identify root causes and correlations. Experience producing clear reports and documentation for technical issues and resolutions.
• Industry Experience: Experience in a financial institution’s IT department or in a similarly regulated, high-availability environment is highly valued. (Understanding of banking systems and regulatory considerations is a strong plus.)

Preferred Qualifications

• ITIL V4 certification (Foundation or higher).

• Experience working in large enterprise environments, especially within banking/financial services technology.

• Familiarity with service management tools (e.g., ServiceNow or similar) for tracking incidents and problems.

• Additional certifications or training in problem-solving methodologies, root cause analysis, or continuous improvement (for example, Six Sigma, Kepner-Tregoe, etc.) are a plus.

Key Competencies and Behavioral Attributes

• Communication: Excellent communication skills, both written and verbal. Able to convey complex technical findings in clear business terms and present reports/recommendations to both technical staff and senior management.

• Collaboration & Influencing: Strong collaboration and influencing skills. Capable of leading cross-functional teams through problem analysis and resolution without direct authority. Builds positive relationships and fosters cooperation among disparate teams (Infrastructure, Applications, Support, etc.).

• Problem-Solving: Exceptional problem-solving and analytical thinking. Adept at dissecting issues to identify root causes and creative solutions. Maintains a logical, data-driven approach, and demonstrates attention to detail when investigating problems.

• Continuous Improvement Mindset: Proactive and forward-thinking, with a passion for continuous improvement. Embraces a “blameless” approach to incident reviews, focusing on process and systemic improvements rather than individual fault. Encourages learning from mistakes and drives initiatives to enhance reliability and efficiency.

• Resilience & Accountability: Calm under pressure and able to make sound decisions during high-stakes incidents. Takes ownership of problems and follows through on commitments. Shows high accountability for achieving lasting resolutions and upholding service excellence.

• Interpersonal Skills: Strong interpersonal skills with the ability to influence stakeholders at all levels. Comfortable leading discussions, workshops, or forums. Demonstrates empathy and understanding of business impact during incidents, ensuring customer-centric outcomes.