Description
IT Service Manager
Search strings: IT Service Manager Problem Manager ITIL Service OR Problem Management (SFIA V6 PBMG Level 4)
Skills, knowledge, experience required IT Service Management
Problem Manager Minimum 2 years experience with the resolution (both reactive and proactive) of problems throughout the information system life cycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. (SFIA V6 PBMG Level 4)
Qualified to ITIL Foundation and with a good knowledge of Service Management practices, has experience in negotiating roles associated with typical customer-provider organisation.
Strong and effective communicator with ability to provide presentations, reports and concept papers.
Duties/role
The problem manager initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies.
Assists with the implementation of agreed remedies and preventative measures. (SFIA V6 PBMG Level 4)
Responsible to the Section Head for the tracking and managing all problems throughout their life cycle.
Ensures problems are dispatched and tracked to the correct functional resolver group/s.
Arranges SME meetings as and when required to assist in RCA and final resolution and report.
Assist in the drafting of RCA reports to the Customer Builds a rapport and liaises with NCI Agency resolver groups to resolve problems within agreed targets.
Escalate problems to the Section Head and Service Owners when resolution and fulfilment targets are exceeded.
Carries out proactive problem management by inspecting incident and event management reports.
Provides guidance and support to staff on the execution of problem management.
Assists in the alignment and maintenance of the service management toolset module to support problem management and associated KEDB and workarounds
Ensuring that known errors and workarounds are available and communicated, allowing the Operations Centre and specialists to react appropriately in response to an incident.
Reports all conflict and disagreement immediately to the Section Head.
Reports on resolver group breaches of process and procedure to the Section Head.
SC (OR National Equivalent) Security Clearance essential
Candidates from EU/Nato countries only AND MUST have SC (Security Check) or (NS) Nato Secret security clearance as a minimum or Cvs will be rejected.