Problem Governance Analyst

Job Description

Purpose of the role

To strengthen the resilience of the bank by preventing and minimising the impact of recurring issues that disrupt the performance of the bank's IT services and technology infrastructure. To identify and analyse trends and patterns and implement preventative measures that ensure smooth service delivery. 

Accountabilities

• Development, implementation and management of problem management processes and activities for the IT service function to prevent known problems from resurfacing.
• Identification, analysis and resolution of recurring technical problems and trends impacting the organization by collaborating with technical stakeholders and utilising incident reports, system logs, performance metrics, and diagnostic tools.
• Analysis of the impact of recurring problems to the bank's performance, customer experience and financial performance.
• Documentation of past problems, the steps to resolution and lessons learnt from each case to support the identification of recurring problems in the future, drive process improvement initiatives and to build a comprehensive knowledge base for internal stakeholder use.
• Monitoring to key metrics related to problem resolution, including time spent on resolution, number of repeated problems, and costs to communicate key findings and the problem management efforts to relevant stakeholders.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as a Problem Governance Analyst at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unparalleled customer experiences.As a part of the team, you will deliver technology stack, using strong analytical and problem solving skills to understand the business requirements and deliver quality solutions. You'll be working on complex technical problems that will involve detailed analytical skills and analysis. This will be done in conjunction with fellow engineers, business analysts and business stakeholders. 

To be successful as a Problem Governance Analyst you should have experience with:

Essential Skills:

• Strong analytical and investigative skills to identify root causes of recurring incidents and drive long-term resolution strategies.
• Expertise in ITIL Problem Management processes, including governance and continuous improvement frameworks.
• Proficiency in stakeholder engagement and communication, ensuring alignment across service owners, technical teams, and senior leadership.
• Experience with service review and audit readiness, including managing internal controls and compliance with transport service guidelines and UAT protocols.
• Ability to manage and report on problem trends, using dashboards and metrics to influence strategic decisions and reduce operational risk.

Some other highly valued skills include:

• Advanced data interpretation and visualization skills, enabling clear presentation of problem trends and governance insights to senior stakeholders.
• Knowledge of regulatory and compliance frameworks, especially those relevant to technology service management in financial institutions.
• Experience in cross-functional collaboration, working with incident, change, and service management teams to ensure holistic problem resolution.
• Proficiency in automation and tooling, including familiarity with platforms like ServiceNow, JIRA, or internal Barclays systems to streamline governance workflows.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Pune location.