Problem Manager

Ncr Corporation; Chiswick; On-site; GBP 55,000 - 85,000; Full time

Job summary

NCR Voyix Corporation in London (on-site) is seeking a Senior Problem Analyst/Manager to drive effective Problem Management, investigate recurring issues, and coordinate root cause analyses. You will manage the full problem lifecycle, lead PIRs, and present findings to technical and senior leadership audiences.

Strong analytical, facilitation, and communication skills, plus experience in ITIL-based practices and vendor management, are essential for success in this role.

Qualifications

• Minimum 3 years in IT Service Management or related areas.
• Strong understanding of ITIL Problem Management principles.
• Proven ability to manage major incidents and problems.
• Experience in vendor and stakeholder management within software/services.

Responsibilities

• Own and manage the lifecycle of Problems through to closure.
• Facilitate root cause investigations and drive corrective actions with technical teams.
• Perform trend analysis to identify recurring issues and service improvements.
• Maintain and govern the Known Error Database (KEDB).
• Lead Post Incident Reviews and stakeholder update sessions.
• Chair problem review meetings and provide regular updates to leadership.
• Produce and present problem management reporting and insights.
• Collaborate with internal teams, vendors, and business stakeholders to reduce disruptions.

Skills

ITIL Knowledge

Stakeholder management

Communication

Analytical thinking

Facilitation

Presentation skills

Education

ITIL certification

Bachelor's in IT/CS

Tools

ITSM tools

KEDB knowledge

Job description

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Position: Problem Manager
Location: London Chiswick (On-site)
Working schedule: 1st Shift

We are looking for a proactive and self-motivated Senior Problem Analyst/Manager to drive effective Problem Management practices, ensuring the identification, investigation, and resolution of recurring issues and service risks. Working within a collaborative team, you will manage the full Problem lifecycle, coordinate root cause investigations, track corrective actions, and support continual service improvement initiatives.

The role involves close collaboration with technical teams, service owners, vendors, and business stakeholders, as well as leading Post Incident Reviews (PIRs), Problem Review meetings, and stakeholder update sessions. You will be responsible for presenting findings, lessons learned, and improvement actions to both technical and senior leadership audiences.

Strong analytical, facilitation, reporting, and communication skills are essential, along with the ability to translate technical insights into business outcomes.

This is an on-site position based at the customer's location.

Key responsibilities:

• Own and manage the lifecycle of Problems through to closure.
• Facilitate root cause investigations and drive corrective actions with technical teams.
• Perform trend analysis to identify recurring issues and opportunities for service improvement.
• Maintain and govern the Known Error Database (KEDB).
• Lead and facilitate Post Incident Reviews, ensuring actions and lessons learned are captured and tracked.
• Chair Problem review meetings and provide regular updates to stakeholders.
• Produce and present Problem Management reporting, metrics, and service insights.
• Work collaboratively with internal teams, vendors, and business stakeholders to reduce service disruption and improve stability.
• Drive continual service improvement initiatives based on Problem and incident trends.
• Ensure Problem records are managed in line with agreed processes and service management best practices.

Requirements

• Exceptional communicator, a sound influencer with the ability to communicate at all levels.
• Good customer service skills, and able to proactively manage customer expectations.
• Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven.
• Ability to work on own initiative rather than to a strict process.
• Strong presentation, facilitation, and report-writing abilities.
• A team player but with the ability to work on own and under pressure
• Able to negotiate in difficult situations to reach a successful conclusion.
• Ability to manage and resolve conflict and able to work effectively at all levels of the organization.
• Excellent analytical and trend analysis skills.
• Ability to create and deliver clear presentations that demonstrate clear outcomes

Experience

• Minimum of 3 years' experience within IT Service Management, Service Desk, Problem Management, or Service Operations.
• Strong understanding of ITIL Problem Management principles and best practices.
• Demonstrated ability to manage major incidents and problems.
• Strong vendor and stakeholder management experience.
• Experience working within Software and Services environment is beneficial

Offers of employment are conditional upon passage of screening criteria applicable to the job