Tel: 01908 500810
Tel: 01908 500810

IT Problem Manager

Salary: £40,000 to £50,000 with a £5,655 car allowance + other benefits
The post-holder will work across the business setting standards and establishing processes and procedures that support a consistent approach to Problem Management working within an ITIL framework. The role will work closely with both the Support Manager and the Service Transition Manager driving continuous improvement within the Service and Support function through effective problem management whilst also ensuring all relevant business teams are engaged.
This role will involve travel to on-site meetings as required as well as regular engagement meetings to be held at the Maidstone, Warrington and Nottingham offices
The post holder must have knowledge / experience of:
·         Problem Management – ideally having held Problem Management role for at least 12 months
·         Strong relationship building, influencing and negotiating skills
·         Problem solving techniques
·         NHS experience with a sound understanding of the business processes
·         Ability to collaborate with staff at all levels to work either as part of a team or independently as required by the task at hand
·         Good documentation skills
·         Strong written & verbal communication and interpersonal skills
·         Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project and Visio)
·         Excellent customer relationship skills
·         ITIL Foundation
It is desirable for the post-holder to have the following skills:
·         Specialist Certificate in Problem Management
·         Knowledge of JIRA
Duties & Responsibilities
·         Overall accountability for Problem Management including trend analysis to proactively identify repeat issues and review how to prevent these from re-occurring
·         Proactively monitor incident resolution to analyse and highlight trends in regular meetings held with the Support Manager and relevant support teams
·         Ensure all Problem investigations and Known Errors are managed effectively through the Problem Management lifecycle and are documented accurately in JIRA
·         Responsible for the provision of Root Cause Analysis information for the purposes of Post Incident Reports within agreed timescales ensuring the Incident Management Teams are following proper RCA instigation processes
·         Ensure that Problem records are classified and prioritised correctly, and details of the incident symptoms and workaround have been captured with correct links to the incident to ensure all information is visible to the customer
·         Arrange and hold Problem reviews with Release Management to discuss and progress complex and/or stalled problem investigations
·         Attend Post Incident Reviews on site as required and ensure that any actions are captured and related to the appropriate Problem record(s)
·         Liaise with Development and Support teams holding regular on-site meetings to build relationships and ensure a consistent approach to problem management is being followed across the business
·         Create agreed action plans with clear deadlines and be accountable for the delivery of those plans
·         Act as the Major Incident Manager liaising with all internal teams and attending site when necessary Coordinate/facilitate the communication process as well as the escalation process during a high priority incident
·         Compile and publish weekly / monthly operational reports detailing high profile outages
·         Produce accurate statistical reporting for Problem Management and deliver to appropriate stakeholders within agreed timescales and contribute to the introduction and ongoing review of all Problem Management procedures, documentation

Job Title: IT Problem Manager
Location: Home Based with regular travel to Maidstone, Warrington and Nottingham and other locations
Salary: £40,000 to £50,000 with a £5,655 car allowance + other benefits
Job Type: Permanent
Job Reference: LH9829

Wilde Associates is working in the capacity of an Employment Agency for this role
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