Problem Manager

To support our growing business we are on the hunt for an experienced Problem Manager. If you have experience working within an ITIL based Problem Management framework, we want to hear from you! Your role will involve minimizing incidents, identifying root causes, implementing corrective actions, and ensuring smooth service delivery. If you're ready to collaborate with technology support teams, analyse data, and communicate effectively with stakeholders, this role is for you.

Key accountabilities and Decision Ownership

Root Cause & Post Incident Reviews

• Review appropriate customer incidents to raise, manage and drive, problem cases as appropriate ; identifying the root cause, detailing accurate statements and corrective action measures, and ensuring timely communications to key stakeholder audiences
• Ensure appropriate action plans to remediate root causes are defined, followed up, implemented and with the right ownership and appropriate activity management
• Work cross domain, function, technology, and product to ensure the right information is provided in accordance contractual SLAs and customer expectation
• Compose detailed investigation reports with all appropriate information relating to the Problem Investigation and any corrective actions or recommendations for the customer
• Attend customer meetings when required representing the Problem Management function

  High level Trend Analysis

• Carry out trend analysis of incident & problem data to identify recurrent service issues, performance issues, or potential key work themes
• Continually seek to develop improved methods of analysis and improved efficiencies through better ways of working and Continual Service Improvement

  Process, Measurement, and Improvement

• Identify improvements to enhance the incident and problem management processes, ensuring the right information is captured to support on-going investigations, communications, case management, and performance level timeframes
• Ensure all work is carried out and documented in accordance with required standards, methods, and procedures
• Delivery against a core set of Problem Management performance indicators, as well as ensuring a maintained focus on the business impact of actions and activities
• Identify and document operational risks and known errors, escalating to appropriate levels as required, and in accordance with local and wider risk processes
• Consistently demonstrate delivery in CSI, enhancing better ways of working with the internal and externally teams.
• Methodical way of working incorporating Agile best practices

  Knowledge Management

• Maintain known error, workaround, and solutions in the knowledge base / workflow management tools in a format useable to others and referable to by Problem Management in the future
• Ensure closure of Problem Cases, Known Errors, and Risk acceptance case records in accordance with agreed processes and key performance indicators

  Core Competencies, Knowledge and Experience

• Awareness of SDH/SONET, DWDM technology, Cloud/Hosting Services, Cable Systems, Dark Fibre, IP, Managed Services and Voice services
• Strong written and verbal communication skills including an ability to understand specialised technical language
• Assertive but diplomatic, relentless with strong desire to persevere with issues to ensure completion
• Ability to balance conflicting interests
• Ability to facilitate investigations through virtual teams
• Ability to gather, manipulate and present findings to management and customers
• Proactive with a flexible and adaptable approach to work and a proven track record demonstrating being a team player, strong influence and relationship management skills, and customer centric
• Capability to operate in a changing environment and to drive significant changes into the organisation
• Confidence to work with and provide appropriate challenge to senior individuals across various functions
  • Ability to influence, negotiate, persuade internal and external customers at all levels

Technical/Professional qualifications

• Service Management experience and knowledge of ITIL (to foundation level)
• Proficient with workflow management systems such as Service Now/Salesforce
• Familiar with certification models, specifically ISO 20000
• Proficientwith MS office products, specifically Word and Excel

Why choose us?

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

• 25 days annual leave plus bank holidays
• 4% matched pension scheme
• 2 x salary life assurance
• Access to our staff discount portal
• Health Cash Plan
• Cycle to Work scheme
• Employee assistance programme
• Recruitment referral scheme
• Payroll giving
• Enhanced Family Leave

Inclusiveness

As a member of theDisability Confident Schemewe welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.

As a gold award holder under theArmed Forces Employer Recognition Scheme, we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.

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