Job Description
We have an incredible opportunity to join us here at Phoenix Group as an IT Problem Manager in our Service Operations Team in Technical Service Operations.
Job Details
1. Job Type: Permanent
2. Location: This role could be based in Wythall, Telford, London, or Edinburgh, with a mix of office and remote work.
3. Flexible Working: We offer part-time, job-share, and other flexible options. Details will be discussed during recruitment.
4. Closing Date: 02/05/25
5. Salary & Benefits: £55,100 – £70,000, 16% bonus (up to 32%), private medical cover, 38 days annual leave, pension, life assurance (12x salary), career breaks, income protection, volunteering days, and more.
About Us
We aim to be the best place to work for our 6,600 colleagues. As the UK’s largest long-term savings and retirement business, we serve around 1 in 5 UK pension holders. We’re a FTSE 100 company committed to transitioning to net zero by 2050.
The Role
The IT Problem Manager manages the lifecycle of IT problems, focusing on root cause analysis and resolution to minimize business impact. Collaborating with IT teams like Incident, Change, and Service Desk, you will drive continuous improvement and proactive problem management.
1. Lead problem management processes, ensuring efficient logging, investigation, and resolution.
2. Investigate root causes using incident data, logs, and team collaboration.
3. Proactively identify potential issues and develop strategies to prevent service disruptions.
4. Prioritize problem resolution activities, ensuring timely implementation of solutions or workarounds.
5. Coordinate with Change Management to document problems and solutions properly.
6. Review and improve problem management processes regularly.
7. Create dashboards, metrics, and reports to track effectiveness and ensure SLA adherence.
8. Serve as the primary contact for problem management queries and updates.
Candidate Requirements
1. Strong root cause analysis skills and experience in solving recurring issues.
2. Knowledge of the ITIL framework, especially Problem Management.
3. Experience with continuous improvement methodologies like Six Sigma or Lean.
4. Proficiency with root cause analysis tools and techniques.
5. Experience in IT Service Management within complex IT environments.
Our Commitment
We celebrate diversity and encourage applicants from all backgrounds. If you need adjustments during recruitment, let us know. We may close this vacancy early, so apply soon.
Learn More
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