Job Description
Incident Problem Manager based in Solihull paying upto £35k, you will report into the Problem Management Team Leader. A key part of the role is to identify, record and manage Problem Records and tasks to ensure the problem management function is fulfilled.
The role involves: reactive problem analysis; taking ownership and coordination of actions of those problems; proactive and reactive trend analysis, risk analysis and driving improvement plans to reduce incident volumes. To be considered, you must be a self starter, an inquisitive soul, a real problem solver who relishes a challenge.
- Preparation of incident trend reports with initial analysis of the output of such reports
- Monitoring of problem records to ensure updates are provided within agreed timescales and that progress is being made toward resolution
- Communicate on problem resolution progress
- Review of high severity incidents to ensure the correct relationships to Problem Records are maintained
- Provide input to the development of the Problem Management Process
- Creation of procedural documentation and work instructions
- Reporting and initial analysis of report results
- Incorporate business benefits of problem management and implementation of problem resolution
- Communicate with end customers and stakeholders for information gathering for Problem Management
- Supports the Problem Management Team Leader to deliver effective and efficient problem management
- Understands contractual deliverables for Problem Management and delivers consistently against these
What we are looking for in our candidate
- ITIL Foundation qualification
- Previous experience of Problem Management
- Excellent working knowledge of service management processes
- Experience working in a large corporate environment with experience of outsourced services
- Exceptional communicator, a sound influencer with the ability to communicate at all organisational levels and quickly build relationships
- Good customer service skills, and able to proactively manage customer expectations
- Organised, tenacious and analytical
- Strong report writing skills
- A team player but with the ability to work on own incentive and under pressure
- Ability to manage and resolve conflict and able to work effectively at all levels of the organisation
- Excellent knowledge and use of MS Office Suite (especially Word and Excel)
- Hold or be able to gain a UK Security Standard clearance
- Experience of ITSM tools i.e. Service Now, BMC