Problem Manager

NCR VOYIX; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

NCR Voyix is seeking a proactive Senior Problem Analyst/Manager for an on-site London position. You will drive end-to-end Problem Management, coordinate PIRs, and collaborate with technical teams, service owners, vendors, and business stakeholders to reduce service disruption and improve stability.

Strong communication and facilitation skills are essential for presenting findings to senior leadership. Responsibilities include managing the Problem lifecycle, trend analysis, maintaining the KEDB,

Qualifications

• 3+ years in ITSM, service desk, or problem management.
• Strong ITIL knowledge and problem-solving skills.
• Excellent communication and stakeholder management.

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.

Skills

ITIL

Problem Management

Stakeholder management

Root cause analysis

Communication

Facilitation

Job description

LONDON, GBR

Full time

R0158945

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

At NCR Voyix (http://www.ncr.com/), we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.