Problem & Incident Expert

Role Summary
The Problem Management Expert is responsible for governing and coordinating Problem
Management activities within a banking environment. The role focuses on identifying root
causes, reducing recurring incidents, improving operational stability, and ensuring strong
governance controls aligned with ITIL practices and SAMA ITGF requirements. The role requires
close coordination with technical teams, operational risk, audit, compliance, and service
management stakeholders to ensure effective root cause analysis (RCA), corrective actions,
preventive controls, and continuous service improvement.
Key Responsibilities
• Manage and govern Problem Management lifecycle activities within ITSM platforms.
• Ensure effective Root Cause Analysis (RCA) and validation of permanent corrective actions.
• Track recurring incidents and identify operational risk trends.
• Coordinate proactive and reactive Problem Management activities.
• Monitor corrective and preventive action implementation until closure.
• Review RCA quality and challenge weak or non-technical RCA submissions.
• Prepare Problem Management dashboards, KPIs, trend analysis, and executive reports.
• Coordinate with technical teams to ensure timely investigation and resolution activities.
• Support service stability improvement initiatives across banking services and applications.
• Ensure proper linkage between Incidents, Problems, and Change records.
Governance & Regulatory Responsibilities
• Ensure Problem Management activities comply with ITIL standards and SAMA ITGF
controls.
• Support audit, compliance, and operational risk review activities.
• Ensure governance controls are implemented across Problem Management workflows.
• Monitor recurring incidents and escalate unresolved risks to management.
• Support RCA quality governance and awareness initiatives across IT teams.
• Ensure proper documentation and evidence retention for audit and regulatory purposes.
Skills & Qualifications
• Strong expertise in ITIL Problem Management and RCA methodologies.
• Strong understanding of SAMA ITGF controls and banking operational governance.
• Experience with ITSM platforms and operational reporting tools.
• .Strong analytical, governance, and coordination capabilities
• Ability to drive accountability and challenge weak technical analysis.
• Strong communication and stakeholder management skills.
Experience Requirements
• Minimum 6+ years of experience in IT Service Management or Problem Management.
• Experience within banking or regulated environments is highly preferred.
• Experience in RCA governance, operational risk, and service stability activities