Problem Manager

Atos SE; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Pension Scheme

Private medical Cover

Income Protection

Life Assurance

25 days leave + holidays

Flex benefits program

Job summary

Atos is seeking a Problem Manager in the Greater London area to lead root cause analysis and drive service improvement across complex enterprise environments. You will own the Problem Management process, coordinate cross-functional technical teams, and deliver structured RCA reports to customers and leadership.

The role focuses on eliminating recurring incidents, identifying Known Errors and Workarounds, and tracking corrective actions to completion, with an emphasis on reducing operational risk

Qualifications

• Lead Root Cause Analysis (RCA) investigations.
• Own the Problem Management process and governance.
• Coordinate technical teams to identify underlying causes.

Responsibilities

• Own the Problem Management process and governance.
• Lead Root Cause Analysis (RCA) investigations.
• Coordinate technical teams to identify underlying causes.
• Create and manage Problem Records.
• Identify Known Errors and Workarounds.
• Track corrective and preventative actions through to completion.
• Monitor incident trends and recurring service issues.
• Drive continual service improvement initiatives.
• Ensure lessons learned are captured and shared.
• Provide RCA reports to customers, leadership, and service teams.

Job description

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Atos is the Atos Group brand dedicated to AI-powered, secure, end-to-end digital services. Atos designs, develops, and operates critical digital environments that drive performance, resilience and sovereignty, helping public and private organizations worldwide retain control over their data and infrastructures, while meeting regulatory requirements.

With more than 54,000 employees serving over 4,500 clients across 54 countries, Atos helps modernize core IT systems, accelerate cloud and data transformation, strengthen cybersecurity, and deliver secure digital workplace environments to support its clients, its employees and society. Atos also provides consulting and advisory services through its Atos Amplify brand. A trusted partner in operating complex and mission-critical environments, Atos supports organizations across highly regulated and sovereign contexts.

Atos Group is a global leader in digital transformation with c. 56,000 employees and annual revenue of c. €7.2 billion (at the go-forward perimeter), operating in 54 countries under two brands - Atos for services and Eviden for products and systems. European number one in cybersecurity and a leader in cloud, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is listed on Euronext Paris.

1. Drive Real Service Improvement

As a Problem Manager, you don't just react to incidents, you eliminate their root causes. You'll lead RCA investigations, identify recurring issues, and implement preventative actions that improve service reliability and customer experience.

2. Become the Trusted Authority on Service Stability

The role places you at the centre of operational excellence, working with technical teams, service managers, customers, and leadership to understand trends, prevent repeat failures, and influence strategic improvement decisions.

3. Shape the Future Through Continuous Improvement

You'll have the opportunity to drive lasting change by managing Known Errors, lessons learned, corrective actions, and service improvement initiatives across complex enterprise environments. Your work delivers measurable reductions in incidents and operational risk.

Recruitment Summary

Solve the causes, not just the symptoms. Lead service improvement, influence technical strategy, and deliver lasting business value.

Purpose

Identify and eliminate the underlying causes of incidents, reduce repeat occurrences, and drive service improvement through structured root cause analysis and corrective actions.

Key Responsibilities

• Own the Problem Management process and governance.
• Lead Root Cause Analysis (RCA) investigations.
• Coordinate technical teams to identify underlying causes.
• Create and manage Problem Records.
• Identify Known Errors and Workarounds.
• Track corrective and preventative actions through to completion.
• Monitor incident trends and recurring service issues.
• Drive continual service improvement initiatives.
• Ensure lessons learned are captured and shared.
• Provide RCA reports to customers, leadership, and service teams.

Coverage

• Root Cause Analysis (RCA)
• Known Error Management
• Trend Analysis
• Preventative Action Planning
• Service Improvement
• Post Incident Review (PIR)
• Lessons Learned

Key Deliverables

• Root Cause Analysis Report
• Problem Record
• Known Error Record
• Corrective Action Plan
• Preventative Improvement Plan
• Post Incident Review Outcomes

We Care About Our Employees' Happiness By providing:

• Pension Scheme - contributions matched up to 10%
• Private medical Cover
• Income Protection
• Life Assurance
• 25 days paid leave + National Holidays
• Flex benefits program

As a Disability Confident employer

We encourage applications from all applicants, especially, differently abled applicants. We aim to ensure that those who meet the minimum criteria for this position will be offered an interview. We are committed and willing to making reasonable adjustments to the application and assessment process to accommodate your needs.

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.