ITIL Problem Manager

ITIL Problem Manager
6 month contract initially
£450 per day (Inside IR35)
Hybrid - 3 days per week in Milton Keynes
SC Cleared

The Problem Manager is responsible for proactively identifying, managing and investigating problems arising from multiple sources, including the Service Desk, technical resolver teams and Event Management.The primary objective is to identify and eliminate underlying root causes, preventing recurrence and continually improving the reliability, stability and performance of IT products and services.Working collaboratively with technical teams, including Infrastructure, Application Engineering and Major Incident Management, you will lead and drive complex technical investigations through to resolution.

You must be able to translate complex technical findings into clear, accurate recommendations and communicate effectively with stakeholders at all levels.A solid technical troubleshooting background is essential. The Problem Manager must be comfortable engaging with technical specialists, asking the right questions and driving detailed, evidence-based investigations to accelerate root cause identification, implement effective corrective actions and minimise the risk of recurring incidents.

Responsibilities

• Provide professional, integrated and effective Problem Management to customers and internal delivery teams in accordance with our ISO accredited policies and processes. They have considerable knowledge and a full understanding of the Problem Management process.
  
  
• Accountable and the main point of contact for the Problem Management processes within Service Operations, fulfilling the role of process owner in accordance with our ISO (ISO9001/ ISO20000/ ISO27001) accredited policies and processes.
  
  
• Collaborating with Major Incident Management (MIM) team in creating MIM reports, post Major Incident, creating and prioritising follow up tasks to be managed quickly through the Problem Management process thus preventing repeated major incidents.
  
  
• Ownership of Problem Management records and associated tasks and using Problem Management, technical and communication expertise, work with technical resolver teams to fault-find complex issues and drive through to resolution.
  
  
• Conduct in-depth fact finding and trend analysis across Incident Management to identify underlying issues and reoccurring incidents. Using Problem Management skills to establish the root cause and direct technical teams to permanently resolve where possible.
  
  
• Responsible for the content and delivery of Problem Management reports which feed into the wider Operations monthly report. Identifying areas for improvement, making recommendations and organising improvement initiatives where required.
  
  
• Active participation at the DOB (Daily Operations Brief) with representatives from each resolver team to discuss urgent upcoming work or highlighted issues and make decisions on priority and activities.
  
  
• Present Problem Management updates at the WSR (Weekly Service Review) with representatives from each resolver team, maintaining continued collaboration across service operations and influencing decisions regards activities and prioritise
  
  

Skills & Experience

• Problem management
  
  
• Asset and configuration management
  
  
• Availability and capacity management
  
  
• Change management
  
  
• Continual service improvement
  
  
• Incident management
  
  
• ITIL v3 or V4 Foundation qualified
  
  
• Knowledge of Service Management Tooling
  
  
• Proven IT background, working in a technical Service Management environment
  
  
• Excellent knowledge MS Office 365
  
  
• Data Analysis skills
  
  
• Drive Continual Service Improvement and Risk plans
  
  
• Experience of working on a large and complex IT estate
  
  
• Proven ability to negotiate at all levels across IT, stakeholders and suppliers.
  
  
• Working knowledge of ISO 9001, ISO20000 and ISO2700