Problem Manager - SC CLEARED


Premium Job From LA International Computer Consultants Ltd

Recruiter

LA International Computer Consultants Ltd

Listed on

15th August 2019

Location

Bracknell

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Contract

Start Date

ASAP

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- Manage all assigned Problem Records throughout their lifecycle in line with contractual KPIs, including the identification of Root Cause (the delivery of Priority 1 and 2 RCA report), Workaround implementation, and/or the release of Permanent Resolution.

- Work closely (FJ and other Consortium Partners') technical teams and to coordinate necessary resource in line with other processes such as Defect/Change/Release during the lifecycle of each Problem case.

- Update service management system such as HPSM or CASD progress of all problem records in a timely manner.

- Manage an average problem case load of 5 - 10 active PRs at a given time.

- Provide support for any OSM or ISS led cross-tower problem investigations when service plays a part or being impacted where necessary.

- Conduct incident trending to assist with proactive problem identification.

Team

- Perform quality assurance for all reports (RCA/RCA Lite/Closure reports) prior to formal release to both internal and external audience.

- Perform quality assurance for all management briefings prior to release.

- Manage updates for all Problem Management documentations stored in QMS.

- Produce/maintain cyclical (weekly/monthly) statistical data relating to Problem Management service for internal management or customer consumption.

- Chair/participate in daily problem triage meeting. Capture discussion points and decisions of the meeting and maintain daily records of triage output.

- Present Problem Management service related information or performance data at customer-facing meetings.

- Provide advice/guidance/support for team member with their problem work.

- Act as a point of escalation for all delivery related issues relating to the Problem Management service and facilitate any queries which may require attention of Support Lead for advice and direction.

Role Purpose

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.

Key Accountabilities

* Manages the service delivery within small to medium sized accounts, or elements of service delivery within a large account, in order to deliver contracted service commitments & continual service improvements.

* Contributes to forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.

* Controls elements of service risks, service costs & improves productivity of low complexity contracts for customers

* Proactively manages internal and external suppliers in a service partnership as 'one service team'.

* Contributes to the continual improvement of Service Delivery standards & practices.

* Depending on the size of the account, identifies opportunities for new business and account growth.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.

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