Problem Manager

NCR Corporation; London Borough of Ealing; On-site; GBP 75,000 - 110,000; Full time

Job summary

NCR Voyix Corporation in the United Kingdom is seeking a proactive Senior Problem Analyst/Manager to lead effective Problem Management practices across IT services. You will drive root cause investigations, coordinate corrective actions with technical teams, and shepherd issues from identification to closure.

This role requires strong analytical, facilitation, reporting, and communication skills, plus 3+ years in ITSM or related areas.

Qualifications

• 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.
• Excellent stakeholder and vendor management experience.
• Experience working with software and services environments is beneficial.

Responsibilities

• Own and manage the lifecycle of Problems through to closure.
• Facilitate root cause investigations and drive corrective actions with technical teams.
• 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.

Skills

ITIL

Problem Management

Stakeholder management

Root cause analysis

Incident management

Communication skills

Job description

• 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.
  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.,

• 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
  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.