Problem Management Lead: IT Resilience & Incident Prevention

Allscreens Nationwide Ltd; Swansea; On-site; GBP 32,000 - 39,000; Full time

Job summary

Government Recruitment Service is seeking a Problem Manager in Swansea. The role focuses on problem management across IT infrastructure to minimise incidents and outages, with ongoing reviews and proactive/remedial actions to improve service delivery.

Reporting to the DVSA, you will create MI reports, drive continuous service improvement, coordinate with incident management, and communicate across stakeholders to uphold service quality and contractual obligations.

Responsibilities

• Responsible for ensuring that all MIR (Major Incident Reviews) are held and discussed to ascertain what went well, what could have been done better and highlight any outstanding actions.
• Responsible for building and delivering a suite of MI reports, with the help from Incident Management, to the Service Assurance Manager – includes creation of performance reports, analysing metrics, making recommendations for process improvement as set out in the Problem Management Process to the Service Assurance Manager
• Creates trend analysis reports to proactively identify problems and monitors actions to investigate and resolve recurring problems in systems and services; implement agreed remedies and preventative measures.
• Custodian of all process, policy and working practices used in Problem Management for all services provided by the business. Form a working relationship with business operational teams to ensure continuous high performance and improvements.
• Drive Continuous Service Improvement activities to identify and deliver opportunities to improve process.
• Promote sharing of best practices and knowledge regarding problem management across Tech Services, aligning to the ISO20000 standards.
• Provides supporting information so that Service Managers can hold suppliers/ 3rd parties to account according to contractual obligations about resolving problems and the provision of information and data to restore service.
• Demonstrate leadership by providing guidance to staff to support the delivery ofobjectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Communicate with all major internal stakeholders to understand and meet their businessobjectives.

Job description

Government Recruitment Service is seeking a Problem Manager in Swansea. The role focuses on problem management across IT infrastructure to minimise incidents and outages, with ongoing reviews and proactive/remedial actions to improve service delivery.

Reporting to the DVSA, you will create MI reports, drive continuous service improvement, coordinate with incident management, and communicate across stakeholders to uphold service quality and contractual obligations.