Problem Manager

 Location: UK - Nottingham | Job-ID: 216734 | Contract type: Standard | Business Unit: Information Technology

Life on the team

The successful Problem Manager will work within our Global Management Services (GMS) division. Main purpose being;-

• Single point of contact for one or more problems
• Responsible for Ownership and Coordination of actions of those problems
• To analyse root cause, identify Known Error and coordinating actions to fix the error.
• To review the Problem Trends and Planning and Driving Improvement Plan
• To be proactive in identifying problems, analyse and recommend Service Improvement plans with the possible solutions obtained from technical teams for department or business unit
• Quality gate for outgoing reports

What you'll do 

• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Prevents the replication of Problems across multiple systems
• Reviews the efficiency and effectiveness of the Problem control process
• Monitors the effectiveness of error control and makes recommendations for improvements
• Maintains inventory of problems under analysis and their current progress and status
• Follows up issues and progress with problem owners where necessary
• Produces Problem Management reports and management information
• Coordinates meetings to resolve problems
• Prevents  recurrence of issues by identifying root cause and implementing fix
• Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party
• Drive all problems towards root cause identification and permanent fix
• Need to have innovative approach as problems are unique and need to use different RCA techniques

What you'll need

• Previous experience in a Problem Management role
• Ability to use standard MS Office applications, particularly Excel to an intermediate user level
• Experience of using an incident management system
• Experience in Operational Support environment
• Excellent report writing skills (English)
• Excellent communication skills (English)
• Good team working skills
• Ability to operate in an individual capacity
• Excellent organisational skills, able to take a methodical approach
• ITIL Foundation V4 qualification 
• Advanced Microsoft Excel experience, specifically data interpretation(desirable) 
• Good basic understanding of IT terminology and infrastructure (desirable) 
• MUST - SC Clearance or the ability to be SC Cleared 

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!