We have an incredible opportunity to join us here at Phoenix Group as an IT Problem Manager in our Service Operations Team within Technical Service Operations.
Job Type: Permanent
Location: This role could be based in Wythall, Telford, London, or Edinburgh, with a mix of office and remote work.
Flexible working: All roles are open to part-time, job-share, and other flexible arrangements. We will discuss your preferences during the recruitment process.
Closing Date: 02/05/25
Salary and benefits: £55,100 – £70,000, 16% bonus up to 32%, private medical cover, 38 days annual leave, pension, 12x salary life assurance, career breaks, income protection, 3 volunteering days, and more.
Who are we?
We aim to be the best place our 6,600 colleagues have ever worked. As the UK’s largest long-term savings and retirement business, we offer products across leading brands like Standard Life, SunLife, Phoenix Life, and ReAssure. About 1 in 5 UK residents has a pension with us. We are 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 identifying root causes and implementing solutions to reduce recurrence and impact. This involves working closely with Incident Management, Change Management, and Service Desk teams for continuous improvement.
1. Lead and manage the problem management process, ensuring efficient logging, investigation, and resolution of problems.
2. Investigate root causes by analyzing incidents, logs, and collaborating with technical teams.
3. Proactively identify potential issues to prevent incidents, collaborating on strategies to minimize disruptions.
4. Prioritize and manage problem resolution activities, ensuring timely implementation of solutions or workarounds.
5. Coordinate with Change Management to document problems and solutions within change control processes.
6. Review and improve the problem management process regularly.
7. Create dashboards, metrics, and reports to measure effectiveness and ensure SLA adherence.
8. Serve as the primary contact for problem management queries and updates.
What are we looking for?
* Strong root cause analysis skills and ability to develop long-term solutions.
* Knowledge of the ITIL framework, especially Problem Management.
* Experience with continuous improvement methodologies (e.g., Six Sigma, Lean).
* Experience with root cause analysis tools and techniques.
* Background in IT Service Management, especially Problem Management in complex environments.
We want to see the whole version of you.
We are committed to diversity and inclusion. If your experience differs from the advertised role but you believe you can contribute, we encourage you to apply. Please inform us if you need any adjustments during the recruitment process. We may remove this advert early, so apply soon.
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