Problem Manager

Specialist Computer Centres – SCC is Europe’s largest independently owned IT services group. We have been established for over 38years, have over 6,000 employees within Europe and a turnover in excess of £2.75 billion. We deliver innovative, business critical and cost reducing IT solutions to both private and public sector organisations and we now have, due to continued demand for our services from both new and existing customers an exciting career opportunity for a talented Problem Manager to join us based at our call response cente in Birmingham.

Overall Job Purpose:

To ensure all events are actioned in an efficient and timely manner in order that service level agreement targets are met and customers’ expectations are satisfied.

Duties will include:

* Monitoring and liaison with incident owners throughout the life of a problem to ensure that actions to resolve the problem involving root cause analysis.

* Ownership and management of problems through to resolution in line with designated service levels using ‘Assyst’ service management application.

* Ownership and management of problem records.

* Coordination of planned service interruptions through to resolution.

* Acting as the focal point of communication for the service desk and customer teams for problem resolution.

* To proactively maintain effective communication to users relative to outstanding events.

* Present reports to customers.

* Ownership of Management Alerting process.

* Proactively monitor incident resolution, analyse and highlight trends and root causes to the Service Desk Manager / Problem Manager / Customer Manager and/or relevant support teams.

* Input relevant service desk procedures in line with the support operation.

* Liaise with 3rd party suppliers to ensure processes are in place to ensure prompt resolution to events.

* Produce/review major incidents and flash reports together with problem register updates.

* Identification and escalation of process failures to the service desk manager.

* Ownership of service interruptions and identification of service deficiencies.

* Active promotion of Information Security best practice within areas of responsibility.

Skills, Knowledge and Experience:

* Problem Management experience

* ITIL qualified – ITIL Foundation minimum.

* Extensive data analysis experience

* General technical awareness of hardware and software desktop environments and corporate structures.

* Excellent interpersonal and customer facing skills.

* Ability to handle difficult and demanding customer environments.

* Ability to work un-managed towards individual objectives associated with the role.

* Excellent organisational skills and good attention to detail.

* Three years service desk management experience in a complex customer / supplier environment

We offer a salary of up to £36,000 plus company car or care allowance together with other benefits.

Interested?

Then click the response button now