Senior IT Problem Manager - RCA & PIR Lead (London)

Ncr Corporation; Chiswick; On-site; GBP 55,000 - 85,000; Full time

Job summary

NCR Voyix Corporation in London (on-site) is seeking a Senior Problem Analyst/Manager to drive effective Problem Management, investigate recurring issues, and coordinate root cause analyses. You will manage the full problem lifecycle, lead PIRs, and present findings to technical and senior leadership audiences.

Strong analytical, facilitation, and communication skills, plus experience in ITIL-based practices and vendor management, are essential for success in this role.

Qualifications

• Minimum 3 years in IT Service Management or related areas.
• Strong understanding of ITIL Problem Management principles.
• Proven ability to manage major incidents and problems.
• Experience in vendor and stakeholder management within software/services.

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 service improvements.
• Maintain and govern the Known Error Database (KEDB).
• Lead Post Incident Reviews and stakeholder update sessions.
• Chair problem review meetings and provide regular updates to leadership.
• Produce and present problem management reporting and insights.
• Collaborate with internal teams, vendors, and business stakeholders to reduce disruptions.

Skills

ITIL Knowledge

Stakeholder management

Communication

Analytical thinking

Facilitation

Presentation skills

Education

ITIL certification

Bachelor's in IT/CS

Tools

ITSM tools

KEDB knowledge

Job description

NCR Voyix Corporation in London (on-site) is seeking a Senior Problem Analyst/Manager to drive effective Problem Management, investigate recurring issues, and coordinate root cause analyses. You will manage the full problem lifecycle, lead PIRs, and present findings to technical and senior leadership audiences.

Strong analytical, facilitation, and communication skills, plus experience in ITIL-based practices and vendor management, are essential for success in this role.