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Problem Manager

Location: UK - Hatfield | Job-ID: 101221 | Contract type: Standard | Business Unit: Others

 

A new and exciting opportunity has arisen in Europe’s leading independent provider of IT infrastructure services. We are looking for an experienced Problem Manager to join Operational Delivery which is the function within Group Information Services responsible for the delivery of all Operational activities.  Our goal is to ensure that all our core IT systems are always available to our wider customer facing colleagues, achieved by always delivering premium services.

 

We maintain the infrastructure, deliver software solutions and development services as well as manage and maintain a standard desktop portfolio across all our operating countries.  We are focused on delivering outstanding customer service and commercially viable solutions whilst ensuring that Computacenter and its assets are always protected from both internal and external threats.

 

Our goal and ambition is nothing less than Operational Excellence at all levels, and Problem Management (Reactive & Proactive) is considered key to this.

 

As a Problem Manager

 

  • You are an enthusiastic subject matter expert with a passion for Problem Management and the ability to drive high performance and best practice across your professional community. You will create an environment where success happens for your customers and for the business.
  • You will be responsible for managing and operating best practice Problem Management function (focused upon known errors and problems) working across all applications, infrastructure and network community within the Computacenter. You will also coordinate and manage to resolution Problem Management activities with the various suppliers and internal technical teams.
  • You will build reports and establish systems that present data and insights to help identify proactive problem management.
  • You are a custodian of all process, policy and working practices used in Problem Management
  • You will build key working relationships with business improvement and operational teams to ensure continuous high performance and improvement.
  • You will be the champion for the application of best Problem Management practice across GIS.
  • Experience of current technologies in a medium to large IT organization is required.
  • Understanding and experience of problem methodologies. With a keen eye for identifying new and evolving techniques, technologies and approaches to Problem Management.
  • A proven track record of driving root cause analysis to conclusion.
  • A good understanding and experience of ITSM toolsets to support and facilitate Problem Management.

 

The Ideal Candidate 

Essential

  • Experience of creating and distributing comprehensive reports from a number of sources back to the business
  • Demonstrable ability to manipulate data and summarise complex reports to present to non-specialists
  • Experience of working collaboratively with multi-disciplinary teams with a delivery focus in both project and operational environments
  • Experience of automating reports (as far as data sources/tools will allow)
  • Fully conversant with Microsoft Office Professional including Word, PowerPoint, Excel (advanced skills) and common diagramming tools
  • Excellent spoken and written Business English skills and the ability to write clear and concise text for different audiences
  • A wide experience of flexible and proactive information gathering
  • Experience of managing and interpreting monthly reporting statistics for complex IT environments
  • Strong personal organisational skills and ability to manage own time to meet deadlines
  • Ability and confidence to take charge of diverse tasks and deliver high quality work in a challenging and ever-changing environment
  • Ability to present in a professional and business-like manner to internal and external customers
  • Ability to handle confidential information with tact and sensitivity
  • Effective time management and organisational skills and the ability to prioritise own workload under pressure from a high volume of work and conflicting priorities
  • A flexible approach to adapt to changing deadlines
  • Experience working with a hybrid infrastructure estate (On-prem and Azure)
  • ITIL v3 Foundation Level is essential

 

Current information for our applicants

 

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether

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