Problem Manager

£35,000 - £45,000 per annum
05 Aug 2017
14 Aug 2017
Are you an experienced Service Desk Problem Manager (ITIL) looking for a new challenge? Want a role that is craving for your new ideas? A role that really gives you the freedom to challenge current processes and drive the department forward? It is an exciting time to join Microlise's service desk, it's a new part of the business which has a great new team of experienced employees. The key part of the role is to lead the team and department and therefore we are looking for someone with a wealth of experience in a similar role, someone who is an experienced manager and great at developing strong relationships across various departments, as well as with customers. You will deliver excellent support services to Microlise customers and the UK based Microlise Service Team (24 x 7, 365 days per year). The key aim of the role is to minimise both the number and severity of incidents and potential problems for customers. Key Responsibilities - Problem Management - Ensure consistent provision of resource to enable effective problem monitoring, progression and provide a point of escalation - Chair problem investigation meetings, agree and assign time bound actions and monitor diagnosis/resolutions in line with SLA. - Maintain awareness and understanding of problems allowing effective communication with senior management / customers. - Analyze incident trends and identify proactive problems. - RCA Report - o Oversee and track the RCA Report from issue to the Resolver Group, to initial review, final review and sign off - CSI - o Ensure a CSI programme is in place - o Standardise work practices and processes, developing CSI and quality culture. - Promote service excellence and work on an ITIL structure throughout. - Review Workarounds, ensure Knowledge Articles are created, validated and published for Known Errors - Be confident with reporting for both major incident reports to customers and the business as well as producing Weekly/Monthly/Quarterly reporting. - Full team management including regular meetings, annual reviews, ensuring training is up to date, recruitment and other conduct issues as required Essential Criteria - ITIL foundation and Operational support and analysis as a minimum in a service desk environment - Experience of report creating - Excellent communication skills - People management experience - Technical mindset - Positive attitude, capable of working under pressure Why Microlise? - 47 in the Sunday Times HSBC International Track 200 league table, Sunday Times top 100 Profit Track, Megabuyte Top 50 2016, Ernest & Young Entrepreneur of the Year finals - Great family feel environment - Great little extras, Easter eggs, yearly BBQ and annual awards - Tickets to the British Superbikes - 25% off at Raleigh - Excellent pension scheme offering 3% contribution - Up to 29 days holiday with the bank holidays on top - Vitality Health Insurance and Rewards (a free Starbucks every week) - Childcare vouchers - Free parking, tea, coffee and daily fruit Interested in the role? Great, we look forward to your application Just to let you know, telephone interviews will take place while the advert is still live, face to face interviews will take place on 30/08/17. Agencies - No agency support is required, please do not send speculative CV's. 35-45k35-45k