Problem Manager

Job Description

The salary for this role is £50,000 – £60,000.

Are you a talented problem solver with a natural talent for guiding and collaborating with diverse teams?

Do you have extensive knowledge and experience in cloud computing, particularly on the Azure platform?

Are you a skilled communicator who excels at fostering strong working relationships through effective and transparent communication?

If so, we’d love to hear from you!

At Livestock Information (LI) Ltd, our mission is to be an outstanding service provider of livestock data, empowering government, industry, and farmers to effectively manage disease and infection control, whilst enhancing productivity and innovation in agriculture. To achieve this, we need great people, who share in our values.

As Problem Manager, you will be sitting in the heart of a multi-vendor support model, each day will revolve around more than just successful delivery of Problem Management outcomes – it's a continuous drive to understand and the underlying cause of Incidents to prevent them reoccurring for the business.

You will be working and collaborating with the Service Desk right through to our Dev Teams and Product Owners, identifying and resolving Problem tickets all the way through the lifecycle, ensuring superior service for our customers and, helping to ensure we hit and exceed our support targets.

Your daily navigation involves ensuring our Problem Management service works in harmony with the highest industry standards such as ITIL V4, ISO 27001 and ISO 20000.

Responsibilities

Problem Management

• Collaborate with key stakeholders to gather trending on incidents and outages.
• Drive through to closure, as soon as possible any Problem records that are opened.
• Coordinate every aspect of Problem records.
• Improve the Service by working to eliminate and drive down reoccurring Incidents.
• Excellent analytical thinker and problem solver. Display critical thinking.
• Take responsibility for undertaking the analysis on why a Problem occurred.
• Ensure technical findings are written in such a way that can be understood by non-technical readers.
• Record all actions related to Problem resolution ensuring timescale for completion and action owners are recorded.
• Ability to communicate clearly and concisely to customer, colleagues and stakeholders.
• Ensure Known Error Database is kept up to date.
• Develop comprehensive and meaningful reporting in Problem Management.
• Chair regular Problem Management meetings.
• Assist in the development and maintenance of comprehensive documentation for Problem Management, including operational procedures, support documentation, and knowledge articles.
• Put forward initiatives to improve the service based on findings in your role

Service Operation

• Ensuring wider business goals are understood by hosting regularly with other members of the Service Operations team and wider business, enabling you to correctly prioritise Problems
• During the lifecycle of a Problem, ensure any risks are understood and documented following agreed risk management process.
• Ensure that the Problem Management process and procedure compliments and enhances the other ITIL v4 aligned Service Management processes.
• Collaborate closely with the the service desk function, jointly identifying incident tickets that need to be elevated to a Problem.
• Align with the Major Incident Manager to collect learning during a Major Incident that will lead to the creation of a Problem ticket and a long-term fix.
• Work with the Performance Manager and Reporting Manager to Implement and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of Problem Management staff.

Continuous Improvement

• Work with the CSI Lead to proactively identify opportunities for service improvement, driving initiatives to enhance the efficiency and effectiveness of live services.
• Help to foster a culture of continuous improvement, encouraging feedback from stakeholders and implementing lessons learned.

Vendor and Stakeholder Management

• Foster excellent working relationships with external vendors and partners involved in delivering and supporting live services. These Partners will be the key to resolving Problem tickets
• Collaborate with internal and external stakeholders to understand their issues, address concerns, and ensure Problem are dealt with by Vendors as efficiently as possible to ensure the service remains aligned with business objectives.

Security and Compliance

• Collaborate with the security and compliance teams during a Problem to ensure live services continue to adhere to industry regulations and organisational security standards including ISO 27001.
• Ensure that where any Problem ticket has compromised security controls, you understand how this has happened and prevent reoccurrence.

Requirements

We are looking for someone with:

• Proven experience in a similar role ideally within an ISO 20000 accredited organisation.
• In-depth knowledge of cloud computing on the Azure platform.
• Demonstrable experience of working within a SIAM Service Model
• ITIL V3 and or ITIL V4 qualifications
• Strong Problem management skills with the ability to guide and collaborate with cross-functional teams.
• Excellent communication and interpersonal skills.

Reporting structure

This role reports to the Head of Service Management.

Benefits

As an LI employee, you will be entitled to our company benefits which include:

• A fully remote and flexible working set up

• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 24/7 access to our Employee Assistance Programme
• A diverse and inclusive culture where everyone is respected and valued

Application and Interview Process

To apply for this role you will need to submit a CV and answer some pre-screening questions.

If you are shortlisted, the interview and assessment process for this role will involve a telephone interview with our Talent Team, followed by a first stage and a final stage interview. All interviews will be conducted fully remotely via MS Teams.

If you need a reasonable adjustment so that you can complete your application, you should contact us as soon as possible by emailing talent@livestockinformation.org.uk .

Values

We approach our work with TACT; we are Transparent, Accountable, Committed and we work as a Team.

We are transparent together, embracing honesty and building trust. We are accountable to the industry and strive for the best possible solutions for the communities we serve. We drive change with passion, commitment and enthusiasm to deliver a great service to the livestock industry. We work kindly and cohesively which allows us to support each other in our personal and strategic goals.

Diversity statement

At Livestock Information, we value diversity and believe that every individual brings different strengths. We understand that not everyone may possess every single skill outlined in this job description, but if you believe you have a solid skill set that enables you to excel in this position then we really encourage you to apply.

Disclaimer

Livestock Information Ltd. cannot sponsor work visas at this time.

Livestock Information Ltd. does not discriminate based on race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Livestock Information Ltd. Does not accept unsolicited CVs from any source other than directly from a candidate. Any unsolicited CV’s not originating directly from a candidate and sent to Livestock Information Ltd or any Livestock Information Ltd employees, including unsolicited CVs sent to a Livestock Information Ltd mailing address or email address, are rejected. Livestock Information Ltd will NOT pay a fee for any placement resulting from the receipt of an unsolicited CV. Livestock Information Ltd considers any candidate for whom the recruiter has submitted an unsolicited CV referred by the company free of any fees.