Problem Management Lead

Problem Management Lead


Problem Management Lead required to join the growing 24/7 IT Service Operation Support team who collectively deliver a world class seamless service.


In this exciting Problem Management Lead role, you will work within strict SLA timelines meaning restoration of service is a priority, short-term workaround solutions can be required if the longer term solutions need to be developed. Problem Management’s role is to protect clients from any known issues.

This is a fantastic opportunity for a Problem Management expert looking for the next step up in their career. You will get to join a supportive, collaborative team where you will have the trust and autonomy to deliver and realise benefits for the business.

Day-to-day you will be responsible for:

• Help to build, manage and own the problem management process in line with the business and client requirements.
• Operate as the senior team member in charge in the absence of the Problem Manager.
• Identify and classify Problems and their root cause, ensuring a timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.
• Provide recommendations for improvements.
• Help to define and implement criteria and procedures to report problems identified.
• Investigate and diagnose problems using relevant SMEs to assess root causes.
• Help to support and develop your team to achieve the highest level of client satisfaction.

To be considered you will bring broad experience in an IT Support/Incident Analyst/Problem Analyst role. You will have demonstratable experience of leadership and problem solving skills.

Other experience required:

• Experience in writing and using SQL queries.
• Unix – ability to navigate file system and interrogate/edit files.
• Ability to define and design complex solutions.
• Client relationship management.
• Ability to help build high performing teams.
• Degree in Computer Science or Scientific/Technical discipline.
• Ability to read Java code is highly desirable.

This is a hybrid role where you can expect to visit the office in Swindon 2 times per week, sometimes more, sometimes less, depending on business requirements. There is plenty of flexibility on offer.

In return, you can expect a salary of up to £45,000 plus excellent benefits including a 10% bonus, contributory pension, 25 days holiday and other perks.

If you are a Problem Analyst, Incident Analyst, Senior IT Support person with Problem/Incident exposure and looking for that next step, then APPLY NOW – interviews taking place immediately.

If you are interested please apply ASAP. The People Network is an employment agency and will respond to all applicants within three - five working days. If you do not hear within these timescales please feel free to get in touch.