Problem Manager

Problem managers aim to resolve and control the root causes of incidents caused by errors within the IT infrastructure. In this role, you will be expected to work to prevent the recurrence of these incidents.

Job Description

Help strengthen our Team as our Problem Manager. Home based.

Great Opportunity for a Problem Manager to join our team to deliver BAU operational activity for our customers/clients focusing on Problem Management process adherence within End User Services. You will be responsible for ensuring the delivery of BAU operations meets Service level targets for the required clients.

What You’ll Be Doing:

• Helping to deliver a Problem Management capability that supports IT infrastructure services which require 24×7 support.
• Managing and driving efficiencies and providing clear alignment by reducing services outages, improving incident resolution times, improving customer satisfaction, and reducing service costs within the client base.
• Negotiating and influencing across the key business stakeholders and operating with gravitas to make decisions on technical and business problems across Capita IT Services.
• Ensuring impact to the business of any Major or severity 1 incidents are understood, leading problem management investigations across priority systems and prioritises RCA investigations as appropriate.
• Maintaining and managing a prioritized list of active problems under management and pipelining to inform scheduling of resources.
• Leading root cause analysis of Severity 1 and 2 incidents, supporting delivery of e2e Problem Management, leading trends analysis of Severity 3-5 incidents.

What we’re looking for:

• Proven experience in Problem Management and extensive knowledge of trending and proactive problem management
• Proven experience of working in Service Delivery / Service Management within a large, outsourced environment spanning multiple geographies and business units.
• Excellent knowledge of all ITIL service delivery and service support processes.
• Sound knowledge of IT infrastructure and application technologies.
• Experience in handling complex situations and escalations.
• Excellent analytical skills with experience of use of root cause analysis tools and techniques.
• Track record in the delivery of fixes to RCA issues.
• Proven ability to work with a diverse set of stakeholders.
• Excellent communication and leadership skills.

What’s in it for you?

• Great opportunity to advance your career.
• 23 days’ holiday (rising to 27 days with length of service) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• Company matched pension, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave and plenty more.

You’ll be joining a network of 41,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic.

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