Problem Manager

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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 incidents should 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 Change Management 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:

We'll assess you against these behaviours during the selection process:Changing and ImprovingMaking Effective DecisionsCommunicating and Influencing

Office Locations:Bootle, Buxton, Leeds, London, Sheffield, York**Regular travel to Bootle will be required**Job Offer£31,663 to £35,906 + Posts in London receive an additional £4,378 London Weighting AllowanceLearning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversityAccess to the highly competitive Civil Service Pension Scheme to which the employer contributes 27.1%, far more than in the private sector.Family friendly policies and working hours to help balance your home life and career25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leaveParental leave benefits: Maternity, adoption or shared parental leave of up to 26 weeks full pay followed by 13 weeks statutory pay and a further 13 weeks unpaid, and paternity leave of 2 weeks full pay. **Successful candidates must pass a disclosure and barring security check.*****CLOSING DATE: 11:55 pm on Sunday 25th July 2021***