Remote Problem Manager — RCA, PIR & CSI Lead

Onyx-Conseil; United Kingdom; À distance; GBP 65 000 - 90 000; Plein temps

Résumé du poste

LA International is seeking an experienced Problem Manager for a remote, Outside IR35 role requiring active SC clearance. The role covers problem records, known errors, PIRs and service improvement across technical teams and stakeholders.

You will own the Problem Management lifecycle, drive root cause analysis and ensure lessons learned are embedded across service teams, delivering clear RCA reports to leadership and customers.

Qualifications

• Experience in Problem Management within complex IT service environments.
• Experience governing the Problem Management lifecycle.
• Strong RCA experience.
• Experience leading PIRs after major incidents.
• Knowledge of Known Error Management and workarounds.
• Experience producing Corrective/Preventative actions.
• Experience driving continual service improvement.

Responsabilités

• Own and manage the end-to-end Problem Management process and governance.
• Lead RCA investigations into major, recurring and complex incidents.
• Coordinate technical and service teams to identify underlying causes.
• Create, maintain and manage Problem Records throughout their lifecycle.
• Identify and document Known Errors and appropriate Workarounds.
• Develop and track corrective and preventative actions through to completion.
• Analyse incident trends and recurring service issues to identify potential problems.
• Lead Post Incident Reviews (PIRs) and ensure agreed actions are documented and completed.
• Drive continual service improvement initiatives based on problem trends, RCA findings and lessons learned.
• Ensure lessons learned are captured, communicated and embedded across relevant service teams.
• Produce clear Root Cause Analysis reports for customers, leadership and service teams.
• Work closely with Incident Management, Change Management, technical resolver groups and service stakeholders to improve service stability.

Connaissances

Problem Management

Root Cause Analysis

Post Incident Reviews

ITIL Knowledge

Stakeholder Management

Service Improvement

Description du poste

LA International is seeking an experienced Problem Manager for a remote, Outside IR35 role requiring active SC clearance. The role covers problem records, known errors, PIRs and service improvement across technical teams and stakeholders.

You will own the Problem Management lifecycle, drive root cause analysis and ensure lessons learned are embedded across service teams, delivering clear RCA reports to leadership and customers.