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Problem Manager

  • Location

    Manchester, Greater Manchester

  • Sector:

    IT

  • Job type:

    Permanent

  • Salary:

    Up to £41999.00 per annum + 10% Bonus

  • Contact:

    Alex Burgess

  • Contact email:

    alexburgess@workwithglee.com

  • Job ref:

    BBBH24523_1626459288

  • Published:

    10 days ago

  • Startdate:

    ASAP

  • Consultant:

    Alex Burgess

Gleeson Recruitment Group have just been briefed on a Problem Manager vacancy working with an industry leading Telecoms business based out of Manchester.

This role will be based out of the head office in Manchester and will include a hybrid working model.

The successful applicant will need to have a background in working with both large and small project and have a good background within service management.

Key Accountabilities

  • Manage operational process for Problem Management and ensure these are adopted and adhered to across the business
  • Training the IT Operations teams in Problem Management and root cause methodologies
  • Identification and definition of both Reactive and Proactive Problem Records
  • Responsible for the end-to-end management of all Problems which have been identified as posing a risk of service degradation to the businesses Live Services
  • Work to complete a quick assessment of risk to ascertain the urgency of the Problem Record
  • Assignment of ownership for resolving problems and follow up activity to ensure that the goals for problem resolution are met including escalation when required.
  • Complete Root Cause Analysis through working with SME teams to identify the actions and subsequent tracking of those actions until the risk has been permanently removed
  • Confirm categorisation of Problem Records
  • Identification and gaining business/industry agreement on required workarounds
  • Analyse incident records to determine any trends or apparent problems that occur, seeks rectification with relevant parties.
  • Develop reports on Problem Records for distribution within the energy industry
  • Produces regular and accurate management reports for use in managing the problem management process
  • In due course, may be asked to deputise for the Head of Diagnostics as required

Key Relationships

  • A number of key Suppliers including Communications Service Providers (CSPs), Trusted Service Provider (TSP) and the Data Service Provider (DSP)
  • Internal teams
  • Industry Partners

Desirable Skills & Experience

  • Previous Telecoms and/or energy sector experience
  • Experience of managing Problem Records in a heavily regulated environment
  • Complete understanding of Service Operations ITIL processes
  • Understanding risk, control and audit expectations within IT
  • Major programmes of work
  • BMC Remedy ITSM experience

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