Problem Manager

As part of the Through Life Support (TLS) New Style of IT (Deployed) (NSOIT(D)) Programme we are seeking an experienced Problem Manager to be co-located on site working directly with the customer. This role is heavily collaborative with the both the embedded FJ staff and military personnel, you must be able to work within a team and have the autonomy to work independently when required. You will be working to maintain the problem management process supporting a broad and technically diverse product set in an extremely dynamic environment. You will be working both with the programme technical leads and the customer to produce/maintain and review relevant problem records. You will be included in a number of technical calls to assist and provide input as required for all problem related issues. Your experience

• Maintain information about known errors and workarounds.
• Provide regular verbal and written briefings to the programme and stakeholders as required, including post-reviews of all problems in project and live.
• Provide good quality knowledge and information to expedite effective decision making relating to problem management.
• Host / chair meetings and Problem Management Working Group as required.
• Engage with relevant stakeholders, both internal and 3rd party, in the conduct of problem management duties as required.
• Ensure that all related artefacts are captured and can be used as evidence for audit and assurance.
• Working with the Knowledge and Configuration Managers to maintain a Single repository for all project and live services problem related activities for all stakeholders to refer to.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems on systems and services.
• Ensure that such problems are fully documented within the relevant reporting system(s).
• Coordinate the implementation of agreed remedies and preventative measures.
• Analyse and report on patterns and trends, at the Problem Management Review board and the Monthly Services Review board.
• Initiate and monitor actions to investigate and resolve problems in systems and services.
• Lead on the implementation of agreed remedies and preventative measures.
• Investigate problems in systems and services.
• Manage problems / incidents in an agile environment focusing upon the rapid development and deployment of continuous delivery
Skills (Mandatory):
• Excellent communication skills (both verbal and written) especially when producing or reviewing Problem records. Attention to detail is key.
• ITIL v3 or v4.
• Reporting and the preparation of management information to inform localised Management and the wider FJ team of progress. Inserts into a Fujitsu Monthly Service Report recording Problem records within the reporting period.
• Working knowledge of Remedy.
  
  Are you someone who likes a challenge in your working environment as well as the role you are carrying out? Can you manage a varied workload and successfully deliver on all levels of Service Management? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to deliver a world class Service? If this is your world, this is your opportunity to shape it for the better.
  
  We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.
  
  Pension - Double matching contributions of up to 10%
• Life assurance
• Companywide incentive plans
• Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)
• Perks at work - employee discounts
• Employee assistance programme / virtual GP
• Role dependent benefits: Private medical