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Technology Problem Manager

Colchester, N Station Rd, Mile End, Colchester CO1 1XD, UK


  • £450 - £500 Per Day

Perform the management of both reactive root-cause analysis and proactive trend analysis across the firm

The Technology Problem Manager is a key role in driving our Technology strategic year on year goals of:

  • Faster resolution of IT issues

  • Reducing volume of IT issues

  • More efficient use of resources

  • Year on year improvement of IT Services

  • Effective management of Risks

  • Greater transparency

  • Effective Service Management Reporting

  • The role is responsible for:

  • Managing problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality and conformance standards; co-ordinate Technology staff and Customers to ensure accurate and appropriate communications during Problems;

  • Drive effective Problem Analysis through teams towards establishing root causes, preventive actions and solutions eradicating incident re-occurrences

  • Reducing business impact of incidents through documentation and publishing of validated workarounds

  • Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets

  • Produce Trends Analysis of recurring problems/incidents - extract trends on incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with Technology Teams to review recurring problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.

  • Initiates action to resolve problems in systems and services. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents (including parent incidents).

  • Conducting regular process maturity assessments - identifying strengths and weaknesses around quality, conformance, process and technology

  • Provide regular problem updates to Senior Management and users via appropriate communication methods

Simply put, this role's success will be measured by our Customers IT Services feedback and bench-marking against other legal and professional services firms' maturity

  • Key Dimensions

The role must ensure delegated responsibilities are actioned effectively by the relevant teams including solution design, projects, testing and service delivery.
The role will require time in both London and Colchester to ensure strong working relationships are built with all the in-scope teams involved in delivering service excellence.
The role will work across a number (circa 8) of teams within ISS, some of which are part outsourced, as well as business customers in the wider Firm.

  • Service Reporting & Governance

  • Ensures plans are in place to deliver Problem Management to Technology service targets and on-going scorecard performance reporting

  • Chairs Technology wide Service Forums and Major Problem Reviews

  • Maintainer of the Problem process library, tools, Validated Workarounds and Known Error database

  • Owns Problem Management process, policy and ensures records in ITSM tool meet expected quality and conformance

  • IT Risk

  • Ensuring all known IT risks are captured and maintained in the LSS Risk Register

  • CSIP

  • Promoting or proposing Continual Service Improvement Programmes (CSIP) to meet targets or respond to specific service problems

  • General

  • Pro active engagement across the client to ensure the service agenda maintains its suitability and to help promote the service agenda firm wide

  • High quality , timely and valuable communication which enhances Technology credibility

  • Identifying training requirements for teams

Posted 11 days ago

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