Senior Problem Manager: Lead PIRs & Service Improvement

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

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.