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IT Problem Manager
Marsh
Description:
We are seeking a talented individual to join our IT Problem Management team.
This role will be based in either our Liverpool or Edinburgh offices, but we will consider candidates in other UK locations.
As an IT Problem Manager, you will play a crucial role in ensuring data accuracy and facilitating accurate reporting on trends of significant incidents within the organisation.
Reporting to the Senior Manager, who leads Problem Management globally, you'll assist in the development and coordination of the effective functioning of problem management activities across MMCTech.
We will count on you to:
- Determine root cause, resolution, and recommend improvements that can be made to prevent recurrence.
- Analyse incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers.
- Conduct postmortem investigations on critical incidents, identify and recommend corrective action items, and create a business-facing document detailing the incident, root cause, and steps for remediation.
- Help manage service relationships across MMCTech by chairing Problem Boards and other meetings that review outages, resolutions, and ongoing corrective action items. Work with teams across MMCTech to manage problem initiatives where required.
- Manage the problem management process by collaborating with relevant technical, management, and business stakeholders.
- Provide clear, targeted, and timely communication regarding the progress of individual problems.
- Be flexible and willing to work longer hours or outside of regular working hours in the event of critical issues requiring expedited root cause analysis. The role may require working on a shift basis outside of the normal 9 to 5 schedule, and may transition from a Monday to Friday pattern.
- Collaborate closely with colleagues both onshore and offshore to facilitate problem management RCAs and expedite the closure of identified actions during the RCA process.
- Identify trends in problem data and develop plans to mitigate recurrence of issues.
- Create, maintain, and develop Known Error records.
What you need to have:
- Broad IT knowledge and technical skills.
- Proven ability working in Problem Management.
- Experience in application, database, infrastructure, or related technology support.
- Ability to manage and facilitate activities by geographically dispersed teams to meet Service Management requirements.
- Experience using an IT Service Management tool with reporting capabilities.
- Proficiency in analysing problems using reports and statistics to identify trends and implement mitigating actions.
- Exposure to ITIL Service Management (or similar) processes and methodologies.
What makes you stand out:
- Strong incident and change management experience.
- Background with SDLC, quality standards, and service management processes.
- Excellent interpersonal skills for interacting with technical resources from multiple organisations.
- Attention to detail, prioritisation, and multitasking abilities.
- Ability to work collaboratively with minimal supervision.
- Familiarity with AI technologies, such as ChatGPT or similar NLP models.
- Experience in insurance, consulting, or wider financial services sectors.
Why join our team:
- Opportunities for professional development, interesting work, and supportive leadership.
- A vibrant and inclusive culture fostering collaboration and innovation.
- Range of career opportunities, benefits, and rewards to support your well-being.
Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy, and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. With annual revenue of $24 billion and over 90,000 colleagues, Marsh McLennan helps build confidence to thrive through diverse perspectives. For more information, visit marshmclennan.com or follow us on LinkedIn and X.
Marsh McLennan is committed to embracing a diverse, inclusive, and flexible work environment. We aim to attract and retain the best talent and promote diversity across age, background, civil partnership, disability, ethnicity, family duties, gender, nationality, and other protected characteristics. We are an equal opportunities employer and committed to providing reasonable adjustments for candidates with disabilities. If needed, please contact us at reasonableamodations@mmc.com.
We support hybrid work, combining remote flexibility with in-office collaboration. All colleagues are expected to be in their local office or working onsite at least three days a week, with at least one 'anchor day' for team in-person interaction.