Problem Manager

Job title: Problem Manager

Reports to: Head of Operations

Location: Role can be based from either our Manchester or Leeds offices (Hybrid working available)

Hours: Monday to Friday, 37.5 hours with a 60-minute lunch

Salary: Up to £50k DOE + benefits

About BCN:

BCN is a leading managed IT services provider based in the United Kingdom. We specialise in delivering technology solutions to businesses across various sectors. Our services include cloud computing, cybersecurity, data management, and more.

We have an open culture where collaboration, inclusion and close working with the leadership team is essential – we work together & we win together!

Focus of the role:

We are seeking a highly skilled and experienced Problem Manager to join our dynamic team. As a Problem Manager, you will play a crucial role in maximizing service availability for our customers.

Suitable candidates will be an experienced Problem Manager with a proven track record, with experience in a fast-paced organisation.

Responsibilities:

• To manage the problem management process and ensure that all problems are identified, logged, analysed, root cause determined, and resolved within agreed service levels.
• To reduce ticket volume and repeat efforts as a result of effective problem management.
• To coordinate the activities of technical teams and third-party suppliers involved in problem resolution, ensuring effective communication and collaboration across all stakeholders.
• To conduct regular problem reviews and post-incident reviews, identifying areas for improvement and lessons learned, and ensuring the implementation of corrective and preventive actions.
• To maintain a problem database and a known error database, documenting the details, status, and workarounds of all problems and known errors.
• To produce and analyse problem management reports and metrics, identifying trends, patterns, and risks, and recommending proactive measures and commercial opportunities to prevent recurrence of incidents and improve service quality.
• To own recommendations resulting from root cause analysis.
• To liaise with the change management and major incident management teams to ensure that problem resolutions are aligned with change and major incident management processes and standards.
• To provide guidance and training to the service desk and other support teams on problem management best practices and tools.
• To contribute to the continuous improvement of the problem management process and the overall service management framework.
• ITIL certified to foundation level with strong practical experience of problem management.
• Has fundamental understanding of technical infrastructure (Networks, Servers Unix/Windows).
• Ability to drive through identified improvements to both systems and processes currently used within the problem management processes
• Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result) and recognises how individual responsibility impacts team delivery and inspires others to do the same
• Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.

Why BCN?

• The opportunity to shape your own future with industry leading training and development and access to our BCN Academy
• Competitive salary and the ability to progress
• 23 days holiday increasing with length of service and the option to buy additional leave
• Hybrid working
• Birthday off
• Company pension scheme
• 2 paid leave days per annum to volunteer and support your local community
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more
• Life assurance
• Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts
• State-of-the-art office with free parking
• Free 24-hour on-site gym (Manchester and Leeds)
• Long service gifts to celebrate the milestones
• Beer Fridays, end of month pizza, pool tables (with cross office tournaments if you fancy your chances!), dress down every day, social events such as Summer BBQ, plus more!

Unfortunately this job position is not eligible for UK sponsorship.

Person, Skills & Experience:

• You are innovative; you strive for improvements and share your knowledge across the team.
• You are a team player with strong communication skills
• Excellent problem-solving skills and an inquisitive nature
• Drive to deliver the highest standard of work
• Able to adapt to changing requirements
• High energy and drive
• Capacity and hunger to learn
• Outstanding customer service skills
• Great attention to detail
• Possess good organisational and time management skills