Problem Manager

Netcompany; Leeds; On-site; GBP 35,000 - 55,000

Job description

Company Description

MUST BE BASED IN THE UK AND FULL RIGHT TO WORK

Join Netcompany in leveraging technological innovations to foster societal transformation.

Netcompany was awarded 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024. As one of the fastest growing technology companies, we are disrupting the marketplace and revolutionizing the way businesses operate. Our vision is to be the leading digital challenger in Europe whilst evolving the next generation of IT consulting.

Operating across both public and private sectors, we offer a comprehensive range of services from product design and engineering, digital strategy, data services & management (Machine Learning and AI), cloud migration to program delivery and service operations, our offerings are designed to meet diverse business needs.

Job Description

We have an exciting opportunity for a Problem Manager to join our growing Service Management team. In this role, you will play a key part in managing problems through their lifecycle, supporting the identification of root causes, reducing the likelihood of recurring issues, and contributing to the continuous improvement of IT services. You will also work closely with and support Major Incident Management to ensure follow-up actions are effectively addressed and tracked.

Key Responsibilities:

• Manage the Problem Management process from identification through to resolution, ensuring adherence to established procedures and timelines.
• Work with technical teams and suppliers to investigate root causes, identify underlying issues, and track corrective actions to completion.
• Analyse incident and problem data to identify trends, recurring issues, and areas for service improvement.
• Collaborate with Major Incident Managers to ensure post-incident reviews are completed and that problems arising from major incidents are logged and progressed.
• Document and maintain Problem Records accurately, ensuring clear tracking of causes, actions, and outcomes.
• Assist in facilitating Problem Review Meetings, gathering input from technical teams and ensuring action items are followed up.
• Communicate problem status and progress to stakeholders, providing clear, concise updates on investigations and resolutions.
• Support Continual Service Improvement (CSI) by providing insights and data-driven recommendations to enhance service stability.

Qualifications

• Experience working in a Problem Management role within an ITIL-based Service Management environment.
• Knowledge of ITIL4 practices – ITIL4 Foundation certification is desirable.
• Familiarity with ServiceNow Problem Management and other ITSM platforms.
• Strong analytical skills with the ability to interpret data, identify patterns, and produce actionable insights.
• Ability to collaborate effectively with technical teams, suppliers, and senior stakeholders.
• Experience supporting Major Incident and post-incident processes.
• Clear and professional communication skills, both written and verbal.

Other Details:

• This position may require out-of-hours work as part of an on-call rota.
• Travel may be required for specific projects.

Additional Requirements:

• Must be reliable and flexible.
• Hours of work will be between 08:00 - 18:00, with an 8-hour working day staggered across the 10-hour timeframe.

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK.
• Must be able to attain a UK Security Clearance.

Benefits include

• 25 days’ holiday.
• Private Medical Health care via Vitality.
• Pension contribution, Life Assurance.
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.