Problem Manager

Job Description Role Summary: Analysis and reporting of incident trend data to identify and enable elimination of root causes. Initiating actions to fix potential interruptions to service Managing root cause analysis between technical teams. Initiating actions to fix interruptions to service caused by errors/faults in the IT infrastructure. Coordinate internally with other ITIL process like Change, Incident, problem and Stakeholder management. Production of statistics and reports to demonstrate performance of the Problem Management process Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT infrastructure Leading and facilitating post-mortem investigations into high impact faults. Managing root cause analysis between technical teams. Complete weekly quality and performance checks and coordinate quality checks with onshore ready for quality review meeting Lead team meetings where required Identify process gaps and escalate to manager where required Create and develop training plans for full team ensure the team can provide training and escalating training gaps to the manager Create, maintain, and improve documentation where required Be the first escalation point for issues and ensure Process Managers are informed Staff management Escalate any issues to Process Managers Work closely with onshore senior staff to align working practices Escalate delays in resource assignments Be involved in recruitment activities lead by your manager Perform daily team BAU tasks where required Attend and/or run high priority problems to ensure that they are dealt with appropriately Assist members of the team with workload and delegate to others where required Ensure problem and capacity reports are quality checked and distributed within the deadline Assist in streamlining the overall problem process Assist the team manager with ad-hoc tasks where required Overall Project/Task description To provide a high quality, proactive support and management service to a large multi-client community as part of a customer focused support team. Working to contracted SLAs and delivering best in class services to our customers. The Senior Problem Manager will follow and adhere to the safety, Service and Technology Problem Management Process. The Senior Problem Manager will perform the same activities as a Problem Manager role but with the additional responsibilities of managing process escalations, co-ordinating the team to ensure they react to the demands oftheir roles, perform quality checks for the team, co-ordinate with onshore teams, develop/streamline processes for defect management and monitor the teams performance and activities escalating all issues to the Problem Manager. The Problem Manager has responsibility for Analysis and reporting of incident data to identify and eliminate causes Initiating actions to fix. Diagnosis to identify related to errors Facilitating and coordinating technical meetings. Statistics and reports demonstrate performance of the Problem Management process. Working within the ITIL process. Working to contracted SLAs delivering best in class service to the customer. Excellent English Vocabulary - Speaking and writing skills Experience of working within a structured process driven environment. ITIL V3 Foundation certification (minimum). Exposure to SIAM- desirable not essential Experience of development delivery of Service Improvement Plans Proven Client Services Management background Knowledge of the various technologies used to deliver services Public sector knowledge specifically around the UK Police Forces Self- motivated with a desire to learn and enjoys helping people Logical when problem solving and able to think laterally Capable of communicating to technical and non-technical staff unambiguously at all levels Willing to challenge and improve existing processes and practices Capable of multi- tasking and balancing complex customer and internal priorities Able to concisely and clearly communicate, using an excellent level of English, both verbally and in writing Qualifications: Education: Bachelors Degree or equivalent in Engineering Experience (Years): 5-7 Years Total; 4 relevant Essential: Excellent Communication Skills using English ITIL V3 Foundation Production of service documentation Client Service Management Exposure Interpersonal Skills Desirable Technology background Worked with UK clients and team Analytical Skills - Understand reports, Suggest Best Practices and understand patterns Root cause Analysis Used one or more ITSM tools for service management Job Function: IT Software: Software Products Services Industry: IT-Hardware/Networking, Telecom Specialization: Project Leader/ Project Manager Qualification: Any Graduate Employment Type: Full Time Read more