Problem Manager

Problem Manager

At CTS we deliver IT services covering IT strategy, technology platforms, cyber protection and managed services. Our aim is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Barristers Chambers, via cloud-based technology. We are dedicated to focusing on IT services that suit our client s individual needs and shaping our services around the unique requirements of legal sector firms and their users.

Our reputation is built from our passion and commitment to delivering service excellence with integrity. We invest in our teams and in creating an inclusive culture that rewards ambition and encourages freedom to think.

Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day.

Right now we are looking for a Problem Manager to join the Service Operations team based in Daresbury

Role Purpose

As a Problem Manager at CTS, you will manage the lifecycle of all Problems, with the aim of providing solutions and reducing the likelihood of recurring Incidents happening in the future. You will also be responsible for identifying actual and potential causes of incidents and managing workarounds and known errors.

As a Problem Manager at CTS your key activities will include:

• Identifying multiple incidents as problems via reporting and analysis. Where the same symptoms recur and potentially cause service disruption and/or duplication of effort to restore service each time.
• Identifying problems from currently active Client incident calls. Flagging potential problems from an incident call when multiple service disruptions have occurred over a relatively short time period.

• Ensuring that applicable resolutions are applied across the CTS and Client Infrastructures to prevent service failures. e.g. Where a firmware fault has caused an incident on a server managed by CTS, it may be applicable to deploy the firmware update to all servers of that type across the CTS Client base.
• Ensuring that recommendations made in any Major Incident Report are implemented by CTS to prevent a recurrence of the Major Incident for that Client and/or elsewhere.
• Ongoing management of all Workarounds and Known Errors.

Essential Criteria.

• Strong IT Problem Management experience.
• Experience working within a 24/7 IT operational environment/MSP Environment.
• Strong and effective communication up to board level.
• Proven experience delivering continuous service improvements for the business and working towards SLAs (service level agreements) and deadlines
• Proactive Problem-solving skills with the ability to quickly identify, understand and provide solutions to complex incidents
• Ideally has ITIL foundation certification can be ITIL v2 or above ELSE at least knows about it
• Ideally has knowledge of a known methodology for problem management, e.g. Kepner Trego

Benefits

We pride ourselves in providing everything you need to feel happy, healthy, developed and resourced. There are more than a few reasons to be part of our amazing team.

• Annual salary: Competitive DOE

• Hybrid working

• 37.5 hours per week

• 25 days holiday + Bank Holidays + your birthday off

• Enrolment into our Company Pension Scheme

• Wellbeing programme including an Employee Assistance Programme

• Instant access to our Benefit Hub

• Training and development programme tailored to your role and career aspirations