ICT Problem Manager
Your Housing Group
£42000 - £52500
plus excellent benefits
Your Housing Group
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Are you looking for a role that allows the autonomy to lead as the subject matter expert within problem management?
There's a lot of great things happening at Your Housing Group making it a good time to join the business and get involved. We are currently implementing significant investment into Digital and Organisational transformation and our ICT Team is growing and evolving significantly.
Due to this, there has been an internal promotion meaning we now have an opportunity for a capable Problem Manager to join our collaborative ICT function and primarily focus on managing and resolving major incidents and problems and improving/reporting on Critical Success Factors (CSF's)
Reporting to the Head of Service Delivery, you will work closely and collaboratively with the Change manager, Service Desk, Technical and Applications teams to develop and embed proactive and reactive systems of root cause analysis and resolution.
As Problem Manager here at YHG, your objective will be to create technical stability and significantly reduce the volume of recurring incidents affecting our infrastructure and business systems. You will be responsible for owning the Problem Management process end to end, ensuring strong communication of both of identified root causes and successful permanent solutions to increase confidence and assurance from our business stakeholders.
If you have a majority of the following experience, we would really like to hear from you:
Problem Management experience in liaising with and directing technical teams in identifying the root cause of Incidents identified within Your Housing Group
Knowledge of Problem Management techniques (e.g. Kepner Tregoe, The 5 Why's, Ishikawa) used to drive Problem backlogs down
Experience of increasing team knowledge and efficiency of Problem Management knowledge
Previous ownership/development of the Problem Management process
Exposure to IT Service Management tools (e.g. Service Now, Zendesk, Remedy)
Service Management reporting (Problem Management reporting & Incident Trend reports)
ITIL Foundation V3 qualified (Practitioner track or qualified highly desirable)
Experience in liaising with 3rd Party suppliers to progress Problems falling out of scope of Your Housing Group
Technical awareness of modern technologies (Cloud, Virtual and Active Directory)
Experience in using Service Desk management software for managing incident, change and problem management/resolutions
Excellent communication skills at all levels
Excellent attention to detail
Able to work under pressure to meet deadlines
In return we offer a competitive salary of £42,000 - £52,500 (dependant on experience) Plus a great benefits package including - Flexible working, 25 days holiday plus all bank holidays, (plus an option to buy further holidays), pension (matched up to 8%), Life insurance, medical benefits scheme subsidised gym memberships and discounted shopping vouchers /Half price cinema tickets.