Problem Manager
BT Group
5d ago

Working pattern

StandardSalary : competitive

Closing date

Jul 15, 2018, 2 : 29 : 00 PM

Our purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities.

We need you to help us do this.

Why this role matters

Ensure positive perception of the problem management process

Continuously improve our capability on problem management provided to our customer

Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis

Communicate and coordinate with concerned parties through the Problem Management process

Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented

Overlook the Known-error database

What you'll be doing

  • Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
  • Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).
  • Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.
  • Work with stakeholders to agree prioritisation of problems and deliverables associated with specific problems.
  • Make and drive root cause investigations, problem investigations, Managing RCA between technical teams

    Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.

    Analysis and reporting of incident trend data to identify and eliminate root causes.

  • Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
  • Support development and monitor implementation progress on permanent solutions
  • May involve liaising with internal, external and third party suppliers.
  • Maintain known error database updating with relevant solutions
  • Production of statistics and reports to demonstrate performance of the Problem Management process.
  • Ensure that agreed service levels are measured and monitored on an ongoing basis
  • Ensure that the policy and standards for problem management are fit for purpose, current and are correctly implemented.
  • Contribute to the development and implementation / improvement of policies and procedures.
  • Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
  • Follows ITIL framework
  • Raise risks and provide structured recommendations
  • Support the development of mitigations and contingency plans
  • Challenging non-fact based decisions
  • Quality assures Problem Management output prior to publication for the protection of both BT and the customer.
  • We'll also need to see these on your CV

    Required Experiences and Skills

  • Minimum bachelor degree and previous problem management working experience
  • Excellent, high level of business English (both verbal and written)
  • ITIL V3 Foundation certificate
  • ITIL v3 Intermediate / Expert preferred
  • COBIT certificate (not mandatory but a plus)
  • Provides great customer experience and support
  • Excellent on manage parallel work streams
  • Team-player attitude
  • Expert on making presentations and present this to wider audience.
  • Excellent communication and Customer care
  • Customer-oriented thinking
  • Willingness to handle difficult situations
  • Act properly and consequently in stressed situations
  • Desire for learning and knowledge sharing
  • Committed for strong documentation
  • Confident Windows and MS Office user
  • Desirable Skills

  • Affinity to technology and processes.
  • Understanding of Data network, however voice IT products is a plus.
  • CCNA Preferred
  • Enthusiastic and pro-active personality.
  • Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).
  • Adapts information / style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
  • Experienced and competent in own area.
  • Good understanding and practice of Problem Solving techniques (5 Whys, Fishbone, Kepner-Tregoe, etc.).
  • Able to appropriately use a range of relevant statistical functions to summarize and analyse data.
  • Able to identify root cause of problems provided all required information is available within domain.
  • Network (LAN, WAN, Wireless, IPT, etc.) end user support (not required but a plus).
  • Experience with the most common ITSM tools available in the market (BMC, Service Now, CA, HP).
  • Shares own expertise with others.
  • Provide guidance and support to others. Completes own role independently or with minimal supervision / guidance.
  • Applies knowledge / skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements.
  • Able to construct presentation slide decks summarising key service level outcomes, trending, root cause information and mitigation detail.
  • Confident presenter able to tailor material and delivery to meet different audience requirements.
  • Identifies solutions to non-standard tasks / queries.
  • Awareness of internal / external business issues and best practice in own discipline which is then applied to own role.
  • Creates informal networks with key contacts within own area.
  • Behaves with high professionalism, is always on time and manages priorities and expectations effectively for self and others.
  • Why choose us?

    We're looking for people who'll help us fulfill our future ambitions.

    And their own. Find out why now is the most exciting time in our history

    Our culture

    Using the power of communications to make a better world. What we stand for and how we like to do business

    Life at BT

    Find out more about what makes us tick. See what our people say about what it's really like to work here.

    Our company

    We're the world's most established telecoms company. We employ over 100,000 people in over 180 countries.

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community.

    We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

    That’s why we welcome applications from all parts of the community.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form