PROBLEM MANAGER

JOB TITLE: Problem Manager

LOCATION: Nottingham

SALARY: £40,000

SETTING: Office based with two days a week working from home

BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.

Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

We have a fantastic opportunity for an experienced Problem Manager with experience of managing ITIL processes. In this role you will be responsible for managing the lifecycle of all Problems, with the aim of preventing Incidents from happening. Success in this role will be demonstrated by recording and managing problems through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with stakeholders to ensure workaround and solution suitability.

JOB SPECIFICATION: Problem Manager

The responsibilities include, but are not limited to:

• Taking ownership of Problems & Major Incidents facilitating the progress and resolution with stakeholders and functional units

• Driving continual improvement to XMA’s systems and processes by identifying improvement opportunities, own and implement, improving our overall service offering

• Management of Problems and Manager Incidents to successful conclusion whilst delivering an excellent customer experience.

• Responsible for minimising and mitigating business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans.

• Be accountable for Problem satisfaction according to contractual customer SLAs and KPIs, implementing corrective actions as required.

• Establish and maintain timely communications with all Problem stakeholders to ensure they are kept informed of Problem service improvement status.

• Identifying the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround

• Ensuring that - after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated.

• Undertaking a review the resolution of a Problem to prevent recurrence and learn any lessons for the future. Furthermore, it is to be verified whether the Problems marked as closed have been eliminated.

• Accountable for the successful and timely restoration of all Major Incidents that are assigned to them, whilst keeping the business and customers updated.

• Be accountable for Major Incident satisfaction according to contractual customer SLAs and internal KPIs, implementing corrective actions as required.

• Establish and maintain timely communications with all Major Incident stakeholders to ensure they are kept informed of Major Incident service improvement status.

• Hosting conference calls (Technical and Managerial) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions.

• Monitor ITSM toolset queues, ensuring sufficient and appropriate focus given to Major Incidents, chased up / escalated calls.

REQUIREMENTS: Problem Manager

This role would suit someone with the following experience:

• Experience of resolving issues in complex multi-supplier environments.

• Ability to lead and motivate teams/individuals across organisations to achieve positive outcomes.

• Comprehensive knowledge of ITIL framework with emphasis on Incident and Problem Management procedures.

• ITIL v3 Foundation certification.

KEYWORDS: Problem Manager, Problems, Incidents, Major Incident, Problem Management, Service Excellence, Root Cause Analysis, Identify Trends, Trend Analysis, Process Improvement, Customer Satisfaction, ITSM, Corrective Action, Service Improvement, KPIs, Level Agreements,

We believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.

We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law”

We are registered Disability Confident Employer (Level 2) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process.

If you have any such requirements, please do not hesitate to contact us on our email which is (url removed) We will be happy to action your requests.