We’re looking for an experienced IT Problem Manager to join us at GB3.
To ensure that all problems reported to the IT service are resolved promptly and permanently.
To minimise the number of incidents and problems reported to the service desk.
To contribute to delivering effective IT services to all customers.
Your main responsibilities
Responsible for the major incident and problem management discipline, ensuring an effective and coordinated set of processes are developed and maintained across all services and suppliers
Co-ordinates rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services
Ensures the specific technical skills required are provided to deliver an effective incident and problem management function providing gap analysis and roadmap for improvement of service
Produce regular incident and problem reports/statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible issues.
More about the role
To work in line with Service Level Agreements delivering the requirements of GB3, ensuring that targets are met.
Follow agreed processes and procedures for handling of problems and major incidents.
Deal with priority one incidents; escalating immediately to GB3 management; may be the principle contact with a customer for a Priority One incident.
In the event of recurring incidents with significant repercussions, take ownership and apply the measures necessary to achieve a permanent solution.
Benchmark, analyse, report on, and make recommendations for the improvement and growth of IT Service Delivery within GB3 and its customers.
Keep current with ITIL best practise, service industry and educational developments.
Understand and clearly communicate the service requirements of GB3 and its customers to peers and direct reports.
Assist in the implementation of all IT policies and procedures, especially those for service provision.
Job role start date: February 2020
Read the full Job Description here