Purpose of the Role :
To undertake a range of tasks to assist the Team Manager to coordinate the efficient and prompt handling of all IT & Business Problems, to deliver the intended outcomes in order to increase and maintain service stability whilst minimising any adverse effects to stakeholders / clients or processes.
Along with supporting key business and strategic objectives with the provision of management information and analysis as directed.
Tasks should follow agreed procedures and service levels under general control and direction.
Key Responsibilities include :
Full ownership and accountability of a Problem Management Portfolio, providing subject matter expertise and support towards the remediation of problem records
Coordinate resources across the business to identify RCA
Document RCA on all problem records associated within the primary portfolio
Provide subject matter expertise and support to other areas of the business in relation to the process collaboration along with maintaining relationships with stakeholders.
Extensive understanding and remediation of WAR portfolio including 3rd Parties and Suppliers
Facilitate senior stakeholder sessions by using Management Information and analysis to support departmental and organisational goals and objectives
Budget control for primary portfolio
Completion of assigned activity within defined operational standards and agreed performance targets.
Contribute to the continuous improvement initiatives within own area of operation.
Support team manager in the completion of defined tasks and responsibilities within service level agreements.
Complete all regular and periodic tasks as outlined in relevant procedures in your department.
Identify opportunities to improve service, quality and efficiency to assist in delivering improvements to enhance productivity and efficiency within the department and across the business
Take responsibility for personal development and progression to ensure there are no single point of failure within the team
Enforce adherence to Problem policy and procedures at all times
Organise and Chair the weekly problem reviews including
End to end knowledge of primary portfolio to understand and progress for fix prioritisation
Extensive knowledge of secondary portfolio to assist with keeping the show on the road
Record and monitor risks identified for Problems for No fix / No solution with full explanation as to why no fix / solution is available.
Knowledge, Skills and Experience
Essential - Minimum Certification in ITIL V3 Foundation Certification in Service Management
Essential ITIL Capability RCV (Release Control & Validation) or ITIL Lifecycle in service Transition
Essential Proficient MS Office skills
Desirable - ITIL Capability OSA (Operational Support Analysis) or ITIL Lifecycle Service Operation
Experience in IT Problem
Experiencing using BMC ITSM Remedy tool would be an advantage
Deliver and maintain high levels of customer satisfaction
Influencing skills leading teams, coaching and mentoring less experienced members.
Excellent verbal and written communication skills
Excellent organisational & time management skills
Ability to work under pressure to meet deadlines
Ability to assimilate and utilise new information, processes and training