Problem Manager (SC Cleared)

Problem Manager (SC Cleared)

Our client requires an SC Cleared and experienced Problem Manager to work within the Problem Management area of IT Service Provision. Working as part of the Digital Operations Team with a complex delivery team, the role of Problem Manager is to ensure that the problem Life cycle is managed across all elements of the service delivery. This activity aims to reduce incidents and/or their impact, eliminate recurring incidents and reduce the number of reactive problems. Given urgent timescales to start you must be SC Cleared currently, have a background as a service desk agent and have direct experience of problem management to be considered.

Rate – £550.00 a day to overall assignment rate of umbrella

Location – Wiltshire

Duration – 6-12 Months

The Role

Reporting to the Digital Operations Manager you will assist with all elements of Problem Management including, maintaining the availability and accuracy of a known error repository for reference by support staff, providing reporting and statistical information on Problem records and their linked incidents. Provision of information to assist management and support teams in identification of underlying causes to service affecting issues. Assisting the Major Incident Manager during Major Incidents utilising Problem Management processes to help identify Root Causes.

Required Skills/experience/knowledge:

• ITIL 4 Fundamentals and problem management processes
• Excellent communication skills at all levels,
• A Strong understanding of complex IT support environments
• Experience of Customer Relationship Management
• Proven working experience within the Problem Management Arena
• Background working on a service desk
• Basic awareness of Windows /Linux Operating systems
• Basic understanding of LAN/WAN technologies
• Systems management and monitoring tools
• Previous use of Microsoft Office suite applications – e.g. Word, Outlook, Excel, Previous use of a Service Management tool set such as ServiceNow or similar.

Please note that candidates must hold SC Clearance or be able to achieve the required level, prior to starting