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Job Location | London |
Education | Not Mentioned |
Salary | 31,000 - 39,000 per annum |
Industry | Not Mentioned |
Functional Area | Not Mentioned |
Job Type | Permanent, full-time |
This role will manage the lifecycle of all Problems on the organisations IT estate from first identification through formal investigation to resolution/remediation.It will also involve proactively managing Problems, determining when the root causes of incidentsshould be tackled as a Problem and ensuring that Problems are recorded, categorised and prioritised for investigation and fixing.Client DetailsMichael Page are delighted to be partnered with a UK government body to support on the recruitment of multiple technology positions. As part of this recruitment drive, we are currently looking for a Problem Manager.DescriptionYou will manage the lifecycle of all Problems on the organisations IT estate from first identification through formal investigation to resolution/remediation.You will proactively manage Problems, determining when the root causes of incidents should be tackled as a Problem and ensuring that Problems are recorded, categorised and prioritised for investigation and fixing.You will coordinate with 1st, 2nd and 3rd Line teams during the lifecycle of a Problem, determining how and when fixes should be developed and implemented to correct the Problem (Preventative Maintenance). The Problem Manager will coordinate with the ChangeManagement process to ensure that fixes are applied in a timely fashion.You will be very user/customer focused, mindful of the impact Problems have on business processes and activity, and ensuring communication with all interested parties is paramount throughout the management of an Problem.As part of your role, you will:* Deputise for the Major Incident Manager and support the incident and major incident management processes* Manage the lifecycle of an Event from first identification, through formal investigation and resolution/remediation.* Develop the monitoring suite of tools that will alert when an Event has occurred* Coordinate the investigations of Problems, determining root causes, categorisation, priority, and impact and ensuring that a Problem Record is created and managed* Coordinate with 1st, 2nd and 3rd Line Support Teams to determine when the root causes of incidents should be treated as Problems.* Manage the investigation and analysis of a Problem and the development of a fix (Preventative Maintenance)* Prioritise the work of technical teams to develop fixes for Problems, scheduling activity and planning the delivery window.ProfileEssential skills and experience* ITIL v3 Foundation Certificate* Proven experience of managing Problems* Proven experience of the Incident Management process* Excellent communication skills* Excellent knowledge of Microsoft Office Application Process: Well assess you against these behaviours during the selection process: