Problem Manager - Assistant Vice President

Job Description:

Job Title Problem Manager

Corporate Title Assistant Vice President

Location Jacksonville FL

Overview

You will be joining Deutsche Bank’s Central Problem Management team in AMER, helping to drive the stability of the Production Environment in the Bank. The goal is to minimize the adverse impact of incidents and problems caused by error in the Information Technology (IT) infrastructure to prevent the reoccurrence by identifying and eliminating the root causes. The role ensures that the known errors and workarounds are documented and communicated effectively. You will engage and partner with various technology groups to drive root cause analysis and remediation.

What We Offer You

A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That’s why we are committed to providing an environment with your development and wellbeing at its centre.

You can expect:

• A diverse and inclusive environment that embraces change, innovation, and collaboration

• A hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal and volunteer days

• Employee Resource Groups support an inclusive workplace for everyone and promote community engagement

• Competitive compensation packages including health and wellbeing benefits, retirement savings plans, parental leave, and family building benefits

• Educational resources, matching gift and volunteer programs

What You’ll Do

• Manage the full lifecycle of the problem management process, leading root cause analysis activities to successfully identify root causes of problems, while ensuring compliance with internal Service Level Agreements (SLAs), key performance indicator (KPIs) and audit requirements

• Ensure that the correct subject matter experts (SMEs) are assigned tasks, that appropriate due dates are assigned and follow up on tasks that are due or overdue and escalate accordingly when tasks are overdue

• Create comprehensive, technical problem reports, as the basis for your investigation ensuring that you are complying with the working instructions and the Key Operating Procedures for the problem management process, while providing the necessary detail required for regulatory reporting

• Identify trends, patterns and recurring issues using data analysis tools and incident reports. Review the effectiveness of implemented solutions to confirm issue resolution and process improvements

• Work closely with incident, change and configuration management team to ensure alignment and develop and implement proactive problem management initiatives to prevent future incidents

Skills You’ll Need

• Problem Management Experience required

• Strong analytical and problem-solving skills

• Good understanding of infrastructure and application technologies

• Clear communication skills (both written and verbal)

• Ability to work in a complex technical environment at the application and infrastructure level

Skills That Will Help You Excel

• Bachelor’s degree in technical related field is required

• Working knowledge of Service Now and Microsoft Office suite emphasis on EXCEL, PowerPoint, CoPilot

• ITIL experience preferred

• Ability to work under pressure and manage multiple priorities

Expectations

It is the Bank’s expectation that employees hired into this role will work in the Jacksonville, FL office in accordance with the Bank’s hybrid working model.

Deutsche Bank provides reasonable accommodations to candidates and employees with a substantiated need based on disability and/or religion.

The salary range for this position in Jacksonville is $78,000 to $111,800. Actual salaries may be based on a number of factors including, but not limited to, a candidate’s skill set, experience, education, work location and other qualifications. Posted salary ranges do not include incentive compensation or any other type of remuneration.

Deutsche Bank Benefits

At Deutsche Bank, we recognize that our benefit programs have a profound impact on our colleagues. That’s why we are focused on providing benefits and perks that enable our colleagues to live authenti­cally and be their whole selves, at every stage of life. We provide access to physical, emotional, and financial wellness benefits that allow our colleagues to stay financially secure and strike balance between work and home. Click here to learn more!

Learn more about your life at Deutsche Bank through the eyes of our current employees https://careers.db.com/life

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We welcome applications from all people and promote a positive, fair and inclusive work environment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law. Click these links to view Deutsche Bank’s Equal Opportunity Policy Statement and the following notices: EEOC Know Your Rights; Employee Rights and Responsibilities under the Family and Medical Leave Act; and Employee Polygraph Protection Act.