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Problem Manager job in Birmingham

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Job Ref:  204377358
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Birmingham
Post Code:  B12
06/10/2016 03:48
We are SCC - Specialist Computer Centres, Europe's largest independently owned IT services group. We have been established for over 40 years' ; have over 5,000 employees within Europe and a turnover in excess of £3 billion . We deliver innovative, business critical and cost reducing IT solutions to both private and public sector organisations and we now have an exciting career opportunity for a talented Problem Manager to be based at our Customer Response Centre in Birmingham .

Overall Job Purpose:

To coordinate a rapid and effective cross-sectional response to problems including escalation, follow through , dissemination of workarounds and resolution advice leading to timely closure .

Day to day management of investigations into IT related problems in order to minimise or prevent future breaks in service .

To conduct detailed analysis of data gathered via the service management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues .

Duties will include :

* Coordinate the investigation of problems via root cause analysis [following on from major incidents ] or through proactive trend analysis and monitoring .

* Ownership and management of problem records through to resolution within contracted service level .

* Provide focused guidance to all support teams and assist in their training and knowledge development .

* Initial recording of a problem into the management system .

* To determine and isolate the cause of the problem .

* To workaround or circumvent the problem and to notify affected clients and stakeholders .

* To resolve the problem by identification , implementation and verification of solutions .

* Assignment of ownership for resolving problems and follow up activity to ensure that the goals for problem resolution are met including escalation when required .

* Ownership of Management Alerting process.

* Proactively monitor problem resolution, analyse and highlight trends and root causes to the Service Desk Manager / Problem Manager / Customer Manager and/or relevant support teams.

* Input relevant service desk procedures in line with the support operation .

* Liaise with 3rd party suppliers to ensure processes are in place to ensure prompt resolution to events .

* Identification and escalation of process failures to the service desk manager .

* Trend analysis

Skills, Knowledge and Experience:

* Problem management experience

* Experience in customer /business communication and the ability to support a customer in the understanding of the ITIL structure and process and champion the problem management process aligning this with the customer's processes and expectations .

* ITIL accredited

* Good interpersonal skills with the ability to communicate clearly and effectively .

* Good analytical skills with a structured and methodical approach.

* Highly organised and able to plan for short to medium term objectives .

* Ability to present to customers at all levels .

* Ability to work on own intiative towards individual objectives associated with the role.

We offer a highly competitive salary plus car or car allowance together with other benefits .

Interested ?

Then click the response button now
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