Problem Manager

Job Description

Company Description

• NEC Software Solutions is headquartered in the UK and operates around the world.
• We employ more than 3,000 people in six countries, building software and services to get our customers better outcomes.
• We traded as Northgate Public Services until 1 July 2021 when we rebranded to align with our owners, NEC. Most of our subsidiary companies did too (APD Communications, i2N, EMIS Care and Charter Systems) but our service design agency still trades asSnook.
• Weve been part of global tech companyNEC Corporationsince January 2018.
• Find out more about our business on theCorporate ResponsibilityandPerformancepages.

Job DescriptionWhilst this is an Office Based role, there will be some flexibility to work from home as agreed with the Line ManagerThe Problem & Capacity Manager will follow and adhere to the Customer Service Centre (CSC) Problem Management Process and the Capacity Management Process.The Problem and Capacity Manager is responsible for driving down the adverse effect on the business of incidents caused by errors within the infrastructure and to proactively prevent the reoccurrence of incidents and major incidents.To work with technical teams and mentor Problem Analysts in fault diagnosis.The role is accountable to the process owner and as the process manager the successful candidate will safeguard the adherence to the processes and escalate any process failures to the Service Delivery Manager.The role will be expected to manage and co-ordinate a team of problem analysts based in the UK and India ensuring the team meet all deadlines and deliver an efficient and effective service to NECcustomers and internal NECservices.Main Responsibilites : -

• Maintain quality of service by maintaining excellent customer service standards, analysing and resolving service quality issues and recommending service improvements.
• Act as a primary communication interface for the problem and capacity team, liaising with all level of management and ensuring resolutions are brought to conclusion in a timely manner escalating issues to the Service Delivery Manager.
• Undertake Problem Management activities including initiating problem investigations and identifying root cause through to resolution.
• Ensure there is adequate IT Capacity to meet required levels of service by reporting, advising and forecasting on all aspects of infrastructure capacity and demand.
• Produce problem management and capacity management reports and management information ensuring the team as a whole meet all deadlines.
• Monitor and measure team performance establishing and maintaining an excellent level of service quality.
• Co-ordinate and provide onsite and remote training to both internal engineering teams and management teams were required
• Attend service reviews for all contracts supported by Problem Management ensuring actions are assigned and completed, escalating any issues to the Service Delivery Manager

QualificationsEssential

• Experience as a Problem Manager or Senior Problem Analyst
• Managerial Experience
• Excellent problem solving skills
• Excellent interpersonal and communication skills including previous experience liaising with all levels of management
• Self-motivated
• Ability to prioritise a team affectively
• Flexibility in approach
• Ability to work under pressure
• Excellent customer facing and influencing skills
• Ability to make decisions and take ownership
• Experience using a Service Management Tool
• Previous working experience within in first/second/thirdline support
• Good knowledge of networking and infrastructure environments
• Excellent knowledge of MS Excel
• ITIL4 Foundation Certification or ITIL3 Foundation cert.

Desirable

• Knowledge in areas of infrastructure, cloud, networking and software development disciplines.
• Continuous Service Improvement experience.

Additional InformationEmployees of NEC Software Solutions are entitled to the following Company funded benefits:

• Single Private Medical Cover (with the option to select family cover at an additional cost)
• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days
• 4 x basic salary life assurance cover
• A Group Pension Plan with fantastic employer contributions
• A selection of tax efficient flexible benefits to suit your individual needs
• The role offers a competitive salary.

OTHER INFORMATIONCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.