The Problem Manager will create and apply a formal process, reviews, reports and dashboards to ensure the value of problem management is clear. This is an important role within the technology function.
Core Responsibilities
Oversee day-to-day process execution and act as SME for the Problem Management process
Recording, managing, and advancing the problem by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management.
Identifying underlying causes of incidents and preventing recurrences, updating the problem reporting system with the root cause, and permanent resolution information
Identifying resolved problems as candidates for inclusion in the Known Error Database
Implement mechanisms for proactive problem management by analysing historical data to identify and eliminate potential incidents before they occur.
Responsible for improving and protecting the availability and resilience of the company’s IT infrastructure.
Developing, implementing and improving the problem management process
Integrating the process into the ITSM toolset
Schedule and chair problem reviews, delivering regular and consistent reports enabling Management Information critical for decision making
Deliver a risk based problem scoring metric is in place
Developing workarounds or other solutions to incidents.
Submitting change requests to change management as required eliminating known problems.
Contributing to continuous service improvement of technologies, process, people and tools.
Communication of problems to various stakeholders of varying degrees of seniority, this could include 3rd parties
Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
Experience Requirements
5+ years’ Experience working within a Senior Technical role is essential
3+ years’ Experience working within a complex technology environment is essential
2+ years’ Experience of service management is essential
Minimum 3 years’ experience with ITSM tooling is essential
Minimum 3 years previous experience undertaking analytical problem solving within an IT environment is essential
Knowledge Requirements
Technology knowledge is essential: Windows Operating Systems (advanced), Citrix (advanced), VMWARE, Cisco, Banking Applications, SQL, AS400
Excellent knowledge of problem management principles and the processes required for supporting them is essential.
Excellent knowledge of Incident management principles and the processes required for supporting them is essential.
Knowledge of Service Desk and Incident Management Systems and disciplines is essential
Detailed knowledge of the ISO 20K, 27K, 9K is desirable
Good knowledge of IT Infrastructure technologies used in a banking domain in desirable
Qualifications/Certifications
GSCE/GCE qualifications in both Maths and English are essential
Bachelor’s Degree qualification is essential
ITIL V3/V4 certification is essential
ITIL V3 Service Operations and Service Transition or Continual Service Improvement certifications are desirable.
Quality & Process related certifications are desirable
Please email [email protected] to apply.
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