Problem Manager

Problem Manager


Daily rate: £360.00

Length: 6 months initially

Location: Milton Keynes

Status: Outside IR35


Scope and Objectives

The role requires an individual with strong management capability, business process awareness and a service orientated mind-set in order to deliver the control, accuracy, consistency and quality required. The role requires an individual with a good IT and application troubleshooting background to drive deeper, more targeted investigation with the technical teams and aid faster root cause analysis.

- 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, pos
- Major Incident, creating and prioritising follow up tasks to be managed quickly through the Problem Management process thus preventing repeated major incidents.


Skills and Experience Required

- Proven IT background, working in a technical Service Management environment
- Excellent written and verbal communication with exemplary customer facing skills
- Excellent analytical, problem solving, decision making and influencing skills
- Excellent knowledge and use of MS Office Suite (especially Word and Excel)
- Excellent knowledge of reporting and configuring in ServiceNow
- Data Analysis skills
- Drive Continual Service Improvement and Risk plans


Desirable:

- Experience of working on a large and complex IT estate
- Proven ability to negotiate at all levels across IT, stakeholders and suppliers.
- Excellent troubleshooting & problem-solving skills
- Working knowledge of ISO 9001, ISO20000 and ISO27001


For more information, please email sara.studenna@certes.co.uk

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.