Problem Manager - IT Service Management / ITIL Framework - Global Banking Firm

 

Problem Manager with problem management process & delivery exp'ce

MUST be very well versed in ITIL

1 x contract & 1 x perm hire required

Problem Manager - Extensive ITIL Experience - Global Banking & Financial Services Domain. Globl Infrastructure Services area within this leading banking & financial services firm requires a Problem Manager to help drive services & delivery across the repetitive incidents (faults or service failures) & service level breaches.

Responsibilities include -

• End-to-end responsibility for the management of problems for all services supplied by infrastructure bankwide, within agreed service targets
• Ensure registration and all updates are performed in Remedy
• Co-ordinate the allocation of technical resources from the global infrastructure group and engineering ????? ????? cause analysis and resolution.
• Review and approval for agreed changes, to eliminate the problem.
• Prepare and broadcast formal status updates on faults
• Schedule and chair Problem Status meetings with Service Owners, Service Delivery Managers, Account teams, IT Management and the business
• Participate in weekly Service Quality meeting (Service Owners, Problem Management, Change Management, Risk & Compliance)
• Resource planning (load balancing) to ensure adequate resources are available to meet the problem investigation demands (resources will be supplied by the Service Owners and Engineering)
• Update all problem management tools and systems to ensure transfer of knowledge
• Prepare written reports on major faults, problems and resolution
• Liaise with business unit representatives on problems
• Formulate plans to expedite the resolution in problems
• Identify and recommend problem management improvement initiatives, including tools and systems.

Skills and Experience -

• Extensive experience working in an IT related service industry
• Knowledge and experience in the delivery of services to customers
• Knowledge of the ITIL framework
• Understanding and experience of problem management process and systems
• Advanced user skill level for the problem management toolkit
• Remedy application power user (desirable)
• Knowledge and use of Microsoft SharePoint
• Strong written and oral communication
• Experience in a financial services/banking enviornment is desirable but not imperative

To apply online, please click on the appropriate link. Remember to quote Job Ref No. 36-33051/mg.