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IT Problem Manager (264ne) vacancy in Berkshire ()

This vacancy has now been filled, click here for our current vacancies.
Location: Berkshire
Salary: £40,000 – 42,000
Vacancy type: Permanent
Sectors: General, IT/Telecoms, Management
Placed by: Ex-Mil Recruitment
Our Client is seeking an individual to be responsible for proactive Problem Management working on and moving forward investigations; point of escalation for Incident Management and ensuring all process are kept up to date. Matrix management of technical and non-technical teams.

Key accountabilities
• Lead the investigation of Problems, via root cause analysis or through proactive trend analysis
• Design appropriate metrics for reporting on key performance and quality indicators in relation to Problem Management, particularly in terms of in-depth trend analysis
• Support Team Leader, Operations Bridge in delivery of services. Make recommendations, challenge processes
• Facilitate RLI (Review Learn Improve) reviews
• To ensure that adequate assurance procedures are applied to the work undertaken so that the high standards of safety appropriate to a nuclear licensed site are achieved
• Ensure that the required standards of reliability and safety performance of the constituent systems are achieved in the deliverable
• Take an active role in the implementation of the company/local procedures and systems of work to safeguard people, quality, security and the environment including compliance with the requirements of current legislation

Responsibilities
• Develop and manage a Know Error Database (KEDB) to be used for investigations
• Develop, co-ordinate and promote the effective functioning of Problem Management activities across all of IT Services
• Be a point of escalation for Incident Managers and where required assist with the resolution of Major Incidents
• Take ownership of and run as Incident Manager for Major Incidents that extend beyond 2 hours
• Own and manage all Problem Records throughout their lifecycle
• Once Problem Records have been resolved, ensure a report is written and published and the record closed out
• Track / record the Top 5 Faults being received by the IT Service Desk; manage these via Problem Records to resolution. Ensure suitable communication is fed back into the business
• Weekly / monthly reports – ensure that all Problems are recorded and statistics are supplied on a weekly and monthly basis
• Provide cost and time effective recommendations for escalation
• Chair and facilitate the daily morning reviews
• Ensure the understanding and application of responsibilities with regard to the Company’s Environment, Health, Safety, Security and Quality Standards

Qualifications
• ITIL V3 Foundation Certificate minimum
• ITIL V3 Intermediate: Service Operation Certificate advantageous
• ITIL V3 Intermediate: Operational Support and Analysis advantageous
• Basic Maths and English

Knowledge
• Extensive knowledge and use of IT Service Desk management software
• Appropriate safety procedures and the willingness to learn the specific Company safety procedures
• Technology areas (e.g. networks, servers operations etc)
• Production and management of documents in a controlled manner
• Awareness of Company documentation, Safe Systems of Work, Work Authorisation Form (SSOW, WAFs) etc

Experience
• Experience in a specific IT Service Management or technical discipline
• Experience with dealing with customers and their complaints. Working flexibly to ensure deadlines are met
• Experience with the basic administration of Microsoft Windows operating systems
• Previous Incident or Problem Management experience
• Proven track record of being proactive, preferably in a Problem Management role

Skills
• Strong administrative skills, with effectiveness in developing tasks and managing resources to achieve target dates
• Strong verbal / written communications. Must be able to interface and coordinate work efficiently and effectively with IT colleagues
• Strong analytical, organisational and decision making skills
• Computing skills including MS Office, Telecoms, Network, Desktop and Servers
• Methods and techniques for managing, negotiating and supplying IT services from support teams (Internal and external)
• Team working – working with teams in the delivery of services

Behaviours
• A commitment to Service Management best practice as defined by ITIL
• Provide Leadership to colleagues; assist the Team Leader, Operations Bridge in the day-to-day running of the IT Operations Bridge
• Support members of the team – a team player
• Listen to others and give consideration to their views or opinions that would benefit the business and its goals
• Work effectively with others and maintain a positive attitude to inspire and motivate
• Work with suppliers (internal and external), influence and develop teams towards agreed goals
• Focus on improving / developing processes to ensure job is done
• Hardworking and self motivated - willing to ‘shake the tree’ in order to get things done

This role would suit a Foreman of Signals (IS)
Because of the nature of the work undertaken at my clients' site, this post is required to meet special nationality rules and therefore are only open to British Citizens. All selected candidates will be required to undergo security clearance. The MoD rules state that in order to have access to this level of information, candidates "must be British as defined in the British Nationality Act 1981"
This vacancy has now been filled, click here for our current vacancies.

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