Overview
As a Senior Problem Manager and a senior member of the Home Office Government Digital and Data Profession, IT Operations Problem Management team, you will play a key role in the provision of service support at the Home Office, supporting vital national infrastructure and Home Office services.
You will be expected to mentor more junior members of the Service Management community, taking on management responsibilities, if required. In addition, you will participate and support collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Responsibilities
* Lead and support the Problem Management team, ensuring technical problems are effectively managed, reported, and the backlog is maintained in line with processes.
* Proactively identify and manage problems to prevent incidents and minimise the impact of those that cannot be avoided, using data and trend analysis.
* Produce and share problem management reports and insights, contributing to investigations of complex technical issues and driving continual service improvement.
* Implement and maintain changes to IT support operating models in line with strategic direction set by the Lead Problem Manager.
* Ensure clear communication with users on incident, request, and problem status, while building strong relationships with internal leaders and suppliers.
* Support onboarding of new or updated services, ensuring IT Support teams receive the necessary training, and confirm problem resolution through Change Management and major incident reviews.
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