Raytheon UK is searching for a Problem Manager to join our OMNIA® Training team. As our Problem Manager, you will work in a matrix organisation and report operationally through OMNIA Training and functionally through the Service Delivery Manager. Ultimately, you'll work for the British Army, championing innovation, and helping shape the future of military collective training. The Problem Manager role requires a customer first mindset, strong stakeholder engagement skills, and the ability work in a multidisciplinary engineering team in a complex and evolving environment. OMNIA are redefining the British Army's collective training. To do that, we are looking for the best and brightest minds from across the UK. We are backed by British innovation and powered by world-class experts, like you. We are looking for individuals who want to serve. You'll have a mission focus, and the enthusiasm and drive to deliver. You must be eligible and willing to obtain SC clearance and will be based at Warminster working in a hybrid style.
Responsibilities
* Lead the problem management process, ensuring effective identification, analysis, and resolution of underlying causes of incidents.
* Conduct root cause analysis (RCA) for recurring or major incidents and coordinate corrective actions with technical teams.
* Maintain and manage the problem register, ensuring accurate tracking of problems, known errors, and resolution progress.
* Work with engineering and support teams to identify trends and recurring issues impacting service performance.
* Develop and maintain known error databases (KEDB) and knowledge articles to support faster incident resolution.
* Coordinate problem investigations and ensure appropriate technical resources are engaged to resolve underlying issues.
* Monitor and report on problem management metrics, including recurring incidents, problem resolution rates, and service improvements.
* Provide recommendations to improve system reliability, stability, and service performance.
* Support major incident reviews and post-incident analysis to prevent recurrence.
* Drive continual improvement initiatives across service operations based on problem management insights.
Qualifications
* Proven experience managing problem management activities within complex IT or technical service environments.
* Strong knowledge of ITIL service management practices, particularly problem and incident management.
* ITIL certification (Foundation or higher).
* Experience conducting root cause analysis and coordinating technical investigations across multiple teams.
* Experience managing problem registers, known error databases, and service improvement actions.
* Ability to analyse operational data and identify trends impacting system reliability and performance.
* Experience producing incident and problem analysis reports for operational or technical leadership.
* Strong collaboration skills to work with engineering, operations, and service support teams.
* Strong analytical and problem‑solving skills with the ability to diagnose systemic issues.
Desirable Skills (Experience)
* Working within defence, government, or regulated service environments or with Military training systems across the LVC environments.
* Experience supporting complex systems, infrastructure, or platform environments.
* Familiarity with service management platforms (e.g., ServiceNow, Jira Service Management).
* Experience using monitoring and observability tools to identify service performance trends.
* Familiarity with configuration management and CMDB processes.
* Experience supporting DevOps or DevSecOps operational environments.
Family Friendly Policies
Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave.
Corporate Information
RTX Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon.
What We Offer
* Formal offers to successful candidate will be conditional upon award.
* Chance to join a groundbreaking mission - to shape the future and drive innovation within a team focused on collaboration across a matrix organisation.
* 37hr working week with early finish Fridays.
* 25 days holiday + statutory public holidays, plus opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
* 10.5% company pension contribution with 6% employee contribution.
* Annual company bonus scheme (discretionary).
* 6 times salary Life Assurance with pension.
* Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work, amongst others.
* Enhanced sick pay.
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