Problem Manager

Stevenage, UK
Closing date
27 Oct 2020

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Technology & New Media
Contract Type
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Problem Manager
Location: Stevenage
Package: competitive + 25 days annual leave + 3% Flex Fund + Life Assurance + Pension

The company
Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end-to-end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges.

The day job

The Problem Manager is responsible for the day-to-day overall management of problems associated with the delivery of systems. They will be responsible for resolving service issues, identifying root cause of issue, and documenting or proposing resolutions so that they can be avoided in future. They will also be responsible for ensuring the optimal running and configuration of the supported environments. They will support the transformation of the hosting solution from a bespoke to a Productised solution; and will be responsible for guiding the performance of the hosting service, ensuring the system and cross-functional team deliver in line with required service levels and that the supported systems operate optimally.

This role ensures that all process activities are being performed, that they have the required support and that all systems supported are fully documented and operating optimally. This involves monitoring and analysing systems and service delivery, and working with the delivery manager to propose change and improvements as necessary to maintain efficient delivery. Working across the technical project towers in this solution, the Process Manager will call upon problem management, and configuration management skills to ensure that all teams and systems are delivering effectively, enabling a complete end to end solution to be provided to the client. The process manager will provide reporting for both the cross-national team and support reporting for the client to evidence successful operation of the service, and to drive proactive maintenance or change when required.

The Problem Manager will be a business analyst, able to monitor system and service performance, plan resources and deliver service improvement throughout the delivery of the contract.

Key Responsibilities:
  • Monitoring of systems and processes within service delivery
  • Monitoring of staff activity for each process
  • Systems capacity analysis and planning
  • Management of hosting environment in line with service SLA's
  • Performance monitoring of Systems and performance improvement planning
  • Ownership of Problem Management process including all associated records & documentation
  • Coordination of technical support functions to perform problem investigation(s)
  • Creation of Known Errors and Knowledge Articles associated with Problems
  • Overall Management and updating of the Configuration Management Database
  • Coordination of any configuration work
  • Providing progress and performance reports to Delivery Manager

Essential Skills
  • Process operation and development experience
  • Experienced in IT support management role
  • Maintain accurate records and documentation
  • Experience applying ITIL methodology particularly to problem and configuration Management
  • Able to work as part of a small team
  • Good Inter-personal skills
  • Excellent communications skills
  • Strong Knowledge of Datacentre environments and technologies
  • Experience managing services in an Agile environment

Desirable Skills
  • Apply ITIL methodology to Managers certificate level
  • Willing to work out of hours and attend remote sites
  • Ability to assess changing project priorities
  • Additional language (French, German or Spanish) would be an advantage

SC Clearance is required for this role, all applicants must hold or be eligible to obtain

Reasons why you should apply to us
  • We're big - really big. With that comes career growth opportunities - we offer excellent training, you'll join a company where development and progression is actively encouraged and not just something we talk about
  • We have an enviable client list - we work with some of the biggest names out there
  • We ensure our working environment is supportive and collaborative, everyone has a voice and all opinions count
  • Our goal is to disrupt the market, not just follow the status quo
  • Sustainability is really important to us, in fact we are within the top 1% of companies worldwide tackling climate change and managing our emissions
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