Senior IT Problem Manager: Root Cause & Service Improvement | London

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

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,