Problem Manager


Job Reference
Problem Manager
Job Type
Flexible (remote or North W / E England)
Salary Details
Start Date
Key Skills
Problem Management, ITIL
Lisa Willshire
023 8081 7159

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Job description

Problem Manager – Flexible (WFH or North East England area)
Salary – Circa £45,000

We are currently looking for a Problem Manager to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.
Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.

As a Problem manager you will seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities by working with both client and colleagues to identify the root cause of Incidents and initiating actions to improve or correct the situation, this will include performing Incident trend Analysis to support proactive Problem investigations.

Key Responsibilities
• Ensure the effective operation of the Problem Management Process and oversee the Problem Management process delivery
• Identify and raise potential proactive Problems via the use of Incident trend analysis and reporting
• Participate in the triage process for all proposed Problem cases, ensuring that results are documented, and problems are allocated via ITSM tooling
• Lead and manage both proactive and reactive Problem investigations via Root Cause Analysis
• Secure prioritization of problems from a business perspective
• Ensure that cross – service problem investigations are conducted effectively in line with end-to-end Service Level Agreements
• Act as escalation point in scope of root cause analysis process
• Ensure the delivery of high-quality reporting

Key Skills
• Manage associated management actions, share root cause and known errors and other lessons learnt across the regions and with service providers as appropriate
• Manage or coordinate implementation of corrective actions, recording of residual business risk and communicate high quality updates to all stakeholders
• Ensure that active knowledge sharing exists between all engaged parties, ensure mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across service providers and Service Domains
• Ensure that stakeholder resources are appropriately identified and coached
• Ensure that service providers use globally consistent approach to operational processes
• Review the efficiency and effectiveness of the Problem Management function and processes on a periodic basis

Deerfoot IT Resources L