Problem Manager

NCR Corporation; Greater London; Híbrido; GBP 60 000 - 85 000; Tempo integral

Resumo da oferta

NCR Voyix in London (Chiswick) is seeking a Senior Problem Analyst/Manager to drive effective Problem Management across the service lifecycle. You will coordinate root-cause investigations, track corrective actions, and lead PIRs with technical teams and business stakeholders.

Use strong analytics and communication to present findings, trends, and improvement actions to senior leadership; this on-site role emphasizes collaboration with vendors and internal teams to reduce disruption and improve

Qualificações

• ITIL v4 foundations and service lifecycle knowledge.
• Experience leading problem management in IT services.
• Strong presentation and reporting abilities.

Responsabilidades

• 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.

Conhecimentos

ITIL

Problem Management

Root Cause Analysis

Stakeholder Management

Vendor Management

Communication Skills

Descrição da oferta de emprego

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.

Help us run the world's top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich 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 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.