Problem Manager – Internal Applicants Only

Department:
Support
Work type:
Full-Time, Permanent
Location:
London, UK
Closing date:
29/03/2019

About the role

We are currently recruiting for a Problem Manager to join our Support team based in London. This role is responsible for ensuring resolution of problem and defect tickets as per client Service Level Agreements through optimised teams of support consultants.

Main activities

  • Ensure problem teams exist that have the necessary mix of skills and knowledge
  • Optimise the available support consultants to operate in small problem teams within and across office locations
  • Work with the Incident Manager to ensure smooth transition of tickets and personnel
  • Manage problems in order to facilitate a swift and effective resolution
  • Manage the problem ticket workload distribution to the problem teams optimising the capacity and throughput
  • Manage problems into a defect backlog with development teams that consistently delivers resolutions and meets client SLA’s
  • Manage the Major Incident process through to resolution, including appropriate coordination and communication with clients, internal management and supporting teams
  • Ensure any follow-on product / process strengthening is implemented in a timely manner
  • Generate all regular management reporting
  • Ensure the service documentation is maintained

To be successful in this role candidates will require:

Key Skills

Strong communication skills, including the ability to communicate effectively with external client staff and service providers

  • Effective problem resolution skills, with the ability to expedite resolution progress across different service providers
  • Ability to work under pressure and to tight deadlines
  • Proactive approach to drive through changes and implement improvements where required
  • Flexibility to provide on-call support to coordinate and manage incidents arising out of hours is required
  • An understanding of service delivery processes with an ITIL framework
    • Incident management
    • Problem management
    • Change and Configuration management
    • Service Delivery Management

Qualifications and Experience

  • Typically 5-10 years experience
  • Bachelor degree qualifications
  • Financial Services and/or IT industry background

Apply now

If you believe that you have the relevant experience and knowledge for this role please apply directly below. Please note only successful applicants will be contacted.

Contact phone:
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