Problem Manager FTC

Problem Manager 6 Month FTC

Division – Technology Resilience Department - Service Desk Services

Salary - National (Edinburgh and Leeds) ranging from £52,400 to £80,600 and London £57,700 to £88,600 per annum (salary offered will be based on skills and experience)

About the FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive.

What will you be doing?

• You will join the Technology Problem Management team within Technology Resilience, consisting of four members: one Lead and three Problem Managers. This team is responsible for the end-to-end Problem Management process, driving an industry-leading strategy to enhance capabilities in root cause identification, overseeing actions resulting from high-priority incidents and implementing proactive Problem Management practices.
• In addition, the role involves producing management information and dashboards that provide a comprehensive “state of the nation” view of the Problem estate. These insights will support various reporting requirements and service/governance forums, including the weekly Service Governance Board.
• Chair regular Problem Management reviews with FCA Product Groups on a bi-weekly or monthly basis to drive service improvements and advance the maturity of the Problem Management capability alongside Leading Initial Problem Reviews (IPRs) for all high-priority P1/P2 incidents.
• Define, refine and communicate Problem Management frameworks, policies and procedures, ensuring alignment and collaboration with third parties for consistent delivery.
• Act as Major Incident cover for the wider Service Operations team, coordinating resolution efforts to ensure timely incident management.
• Monitor SLA and KPI performance of managed service providers related to Problem Management, ensuring compliance and continuous improvement.
• Develop and maintain Problem Management dashboards to provide comprehensive visibility into problem performance across the estate, including tracking and managing all open actions.
• Deliver high-quality management information and senior stakeholder communications by translating complex technical details into clear, accessible insights; support and represent Problem Management at the weekly Service Governance Board; and collaborate with the Senior Service Delivery Manager and Service Operations team to create a proactive Problem Management strategy.

What will you get from the role?

• Be part of a growing, large team that’s evolving from reactive to proactive ways of working, offering you the chance to drive meaningful change and innovation.
• Shape and build a new function from the ground up, with plenty of opportunities to design and continuously improve processes your way.
• Make a real impact by bringing your unique perspective, focusing on proactive insights, trending analysis and exploring exciting new areas beyond the usual scope.
• Join a supportive, dynamic team where you can take full ownership of key processes and contribute to a respected, forward-thinking company.

Which skills are required?

• Minimum Experience working as a Problem Manager or Problem Analyst, handling major technology failures and conducting root cause investigations.
• Experience applying problem management methodologies to understand why issues occur and prevent recurrence.
• Experience supporting IT infrastructure environments related to problem management activities.
• In-depth knowledge of ITIL v4 Problem Management framework and lifecycle, supported by relevant certification is highly advantageous.
• Demonstrable success in developing and implementing innovative problem management processes or improvements.
• Advanced proficiency in ServiceNow for problem tracking, analysis and reporting functions.
• Expertise in using data-driven techniques for proactive detection of problem trends and systemic issues.

Our Values & Diversity

We are proud to be an inclusive employer and our ambition is to cultivate a culture for all employees that respects their individual strengths, views and experiences. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation and delivers better regulation.

Benefits of working at the FCA

• 25 days holiday per year plus bank holidays.
• Hybrid working (work from home up to 60% of your time).
• Private healthcare with Bupa.
• A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35).
• Life assurance of eight times your basic salary.
• Income protection.
• We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.

Application Support

We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

Useful Information and Timeline

This role is graded as Senior Associate - Regulatory.

Advert Closing Date: Midnight 07 July (please submit your application by 11.59pm 06 July).

CV Review/Shortlist: w/c 07 July.

Interview: w/c 14 July.

Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.

Got a question? If you are interested in learning more about the role, please contact Sonika.Suryadevara@fca.org.uk. Applications must be submitted through our online portal. Applications sent via email will not be accepted.