Shobhna Mitra
Problem Manager @Financial Conduct Authority
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WORK HISTORY
Problem Manager @Financial Conduct Authority
Chaired regular Problem Management reviews with FCA Product Groups on a bi-weekly or monthly basis to drive service improvements and enhance capability maturity.Led Initial Problem Reviews (IPRs) for all high-priority P1/P2 incidents, ensuring thorough root cause analysis and resolution planning.Defined, refined, and communicated Problem Management frameworks, policies, and procedures, maintaining alignment with third parties for consistent delivery.Monitored SLA and KPI performance of managed service providers related to Problem Management, driving compliance and continuous improvement.Developed and maintained Problem Management dashboards to deliver comprehensive visibility into problem performance, including tracking and managing all open actions.Delivered high-quality management information and senior stakeholder communications by translating complex technical details into clear, accessible insights.Supported and represented Problem Management at the weekly Service Governance Board, ensuring alignment with organisational priorities.Collaborated with the Senior Service Delivery Manager and Service Operations team to create and implement a proactive Problem Management strategy
EDUCATION
Carshalton College
BTEC National Diploma in Computer Studies Passed with Distinction
SKILLS
ABOUT SHOBHNA MITRA
Experienced Service Manager, skilled in Problem Management, Change Management and Project Management. Strong information technology professional with over 28 years with extensive experience in a variety of IT roles. ITIL Foundation and Prince2 2017 Practitioner accredited. Strong communicator and influencer, at all levels, who obtains results through building and maintaining an extensive range of relationships with key stakeholders and business partners.
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