We are seeking a talented individual to join our IT Problem Management team.
This role will be based in our Liverpool.
As an IT Problem Manager, you will play a crucial role in ensuring data accuracy and facilitating accurate reporting on trends of significant incidents within the organization.
Reporting to the Senior Manager, who leads Problem Management globally, you’ll assist in the development and coordination of the effective functioning of problem management activities across MMCTech.
We will count on you to:
* Determine root cause, resolution, and identify and recommend improvements to prevent recurrence.
* Analyze incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline resolution, or enable incidents to be resolved at lower support tiers.
* Conduct postmortem investigations on critical incidents, identify and recommend corrective actions, and create a business-facing document detailing the incident, root cause, and remediation steps.
* Help manage service relationships across MMCTech by chairing Problem Boards and other meetings reviewing outages, resolutions, and corrective actions. Collaborate with teams across MMCTech to manage problem initiatives.
* Manage the problem management process by collaborating with technical, management, and business stakeholders.
* Provide clear, targeted, and timely communication regarding the progress of problems.
* Be flexible and willing to work longer hours or outside regular hours during critical issues requiring expedited root cause analysis. The role may transition to shift work outside of the normal 9 to 5 schedule.
* Collaborate with colleagues onshore and offshore to facilitate problem management RCAs and expedite closure of actions.
* Identify trends in problem data and develop plans to prevent recurrence.
* Create, maintain, and develop Known Error records.
What you need to have:
* Broad IT knowledge and technical skills.
* Proven experience in Problem Management.
* Experience supporting applications, databases, infrastructure, or related technologies.
* Ability to manage and facilitate activities across functional and geographical teams.
* Experience with IT Service Management tools and reporting modules.
* Proficiency in analyzing problems using reports and statistics to identify trends and mitigation actions.
* Knowledge of ITIL or similar Service Management processes.
What makes you stand out:
* Strong incident and change management experience.
* Background in SDLC, quality standards, and service management processes.
* Excellent interpersonal skills for collaborating with technical resources.
* Detail-oriented with prioritization and multitasking abilities.
* Ability to work independently and collaboratively.
* Familiarity with AI technologies like ChatGPT or similar NLP models.
* Experience in insurance, consulting, or financial services sectors.
Why join our team:
* Opportunities for professional development, interesting work, and supportive leadership.
* A vibrant, inclusive culture fostering collaboration and innovation.
* Career growth opportunities, benefits, and rewards to support your well-being.
Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy, and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. With annual revenue of $24 billion and over 90,000 colleagues, we help build confidence to thrive through diverse perspectives. For more information, visit marshmclennan.com or follow us on LinkedIn and X.
We are committed to diversity, inclusion, and flexible working environments. We aim to attract and retain diverse talent and provide reasonable adjustments for candidates with disabilities. Our hybrid work model includes remote work and in-office collaboration, with colleagues expected to work onsite at least three days per week, with at least one “anchor day” for team in-person meetings.
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