- Be responsible for ongoing operational Problem Management with a focus on continuous improvement.
- Enable the effective operation of the Problem Management Process and oversee the Problem Management process delivery
- Perform trend analysis on incidents
- Provide regular reports in a timely manner
- Provide guidance and assistance to all departments ensuring all problems are managed correctly
- Engage in Continual Process/Service Improvement
- decreasing incident resolution times, preventing occurrence and recurrence of technical issues
- You will establish and maintain timely communications with all relevant stakeholders to ensure they are kept informed of Problems
- You will proactively use data and insights to progress proactive problem management
- Develop final solutions for Problems and Known Errors
- You will manage Problem Management activities with diverse technical teams
- At least 5 years ITIL Problem Management experience
- ITIL Foundation V3 certification would be advantageous (Practitioner preferred)
- Managed Service and Support Services background would be beneficial
- Strong communication and interpersonal skills, with a proven ability to communicate effectively and professionally
- Ability to lead and work as part of a team and to engage effectively with suppliers and customers
- Excellent analytical and problem-solving skills
- Strong sense of ownership and drive to follow tasks through to completion
- Excellent customer service and delivery focus