Problem Manager

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18 January 2021
Direct Line
Location: Bromley
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Job Description

The role

What we're looking for:

We are looking for a technical Problem Manager to work with suppliers and the internal supply chain to co-ordinate all activities to proactively prevent problems, resolve existing problems and improve service quality and stability. Youll be naturally curious, and understand the importance of problem management and its place in a technology function. As such, youll need to be familiar with Kepner-Tregoe methodology with a strong background in technical application support. In addition, youll be comfortable with technical reporting (utilizing ServiceNow data) and authorship.

Who you'll be working with:

They say superheroes only exist in the movies - nobody wants things to go wrong but when they do, we are there to take control and collaborate across our supply chain to resolve issues as quickly as possible! The cape may be optional, but youll be joining a passionate team of problem solvers. Those who look beneath the surface to understand critical incidents, analyse technical problems, and collaborate with our fantastic team to mitigate future risk. Youll be joining an organisation thats at the forefront of technological transformation, as we work to further improve our systems for our colleagues and customers.

What you'll be doing:

Daily interaction with Service Operations teams, in particular Incident & Change Management

Contribute to design and development of Problem Management processes, tools, templates, documents and reports in line with internal and external business & regulatory requirements

Provide education, guidance, support, to ensure adoption of and adherence to problem management processes

Identify opportunities for improving service operations processes to drive cost and process efficiencies

Ensure end to end problem management processes are coordinated and performed according to agreed processes.

Create, coordinate, liaise with appropriate (internal and supplier) resolver groups to ensure timely resolution of problems within agreed SLA targets. Ensuring support teams drive root cause investigations through to the implementation of a solution with sufficient rigour to prevent repeat incidents.

Ensure 3rd party suppliers fulfil their contractual obligations, especially with regard to resolving problems, root cause analysis, monitoring trends and providing problem-related data and insights.

What we'll give you:

Come join us and youll find yourself in the middle of one of the most on-the-go teams in the business, with autonomy and exposure to industry leaders on huge household brand names. Were always encouraging internal development and youll have access to loads of learning opportunities, events and conferences to build your industry knowledge.

Work Permit:

All applicants must be based in the UK and confirm that they are able to prove their eligibility to work in the UK.