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Problem Manager

Problem Manager

  • Location: Swindon Head Office, South West England
  • Salary: Competitive
  • Contract Type: Permanent
  • Ref: R002801750
  • Closing Date: 20 January 2020

Job description

We need:

  • A Problem Manager, based in Nationwide House, Swindon, to work in our Problem Management team, within IT Support in Nationwide House, Swindon
  • Salary dependent on current salary and banding, based on a permanent, 35 hour a week, contract.

 

The aim of the Problem Management function is to identify and eliminate the thematic root causes of major unplanned service outages, both reactively addressing issues discovered during root cause analysis, and proactively identifying and eliminating deeper issues within all areas of an IT service’s lifecycle.

Who we're looking for

As a minimum requirement you’ll have:

  • A broad technology background gained from experience working within application and/or infrastructure roles.
  • Creative thinking and problem analysis skills.
  • Excellent verbal and written communication skills at all levels, including senior-level report writing.
  • Good influencing skills and stakeholder management capabilities.
  • Good facilitation and leadership skills.
  • The ability to prioritise demanding workloads and challenge the status quo.
  • Attention to detail as well as a big picture view.

 

It would be nice if you also had:

  • ITIL foundation certification, with practical understanding of ITIL framework and best practice processes, with experience applying these in a complex IT environment.

  • Experience of successfully delivering in a Major Incident or Problem Management role, preferably within the financial services industry

  • Experience of auditing IT processes.

  • Continuous improvement, Lean / Six Sigma experience.

What you'll be doing

As a Problem Manager, you will drive investigations following unplanned service outages, participating in the Post Incident Review, you’ll chair and participate in workshops to identify and address the source & contributing factors of the IT service failure. You’ll facilitate and drive control failure analysis and resolve process and/or resource issues that may block progress. You’ll identify and progress resulting service & process improvement opportunities, liaising with and gaining buy-in from stakeholders. You’ll also work proactively, investigating thematic issues across the organisation to help drive IT incident volumes down.

Communicating progress of investigations is crucial, so you’ll cascade progress and associated findings at regular forums to senior executives.

You’ll also perform self-directed ‘deep dive’ analysis investigations on specific IT service issues, producing white papers to report on findings and recommendations to senior management.

Supporting the wider Problem Management community, you’ll also provide subject matter expert advice, guidance and education on Problem Management best practice to individual practitioners of the process.

The extras you'll get

Our people’s success isn’t based on how long they spend at their desk. While you’ll have contracted hours, we offer a flexible environment. That might be working from home, logging on from other offices across the UK, or working part time or compressed hours. We want to know how you like to work. And if we forget to ask, please tell us. We promise it won’t affect your chances at all.

  • There are all sorts of benefits, including:
  • A personal pension (most people put in 7% of their salary which we’ll top up by a further 16%)
  • Up to two days of paid volunteering a year
  • Family-friendly benefits to make life easier for parents and carers
  • 25 days holiday (As from January 2020) with the ability to 'buy’ up to 10 days more holiday
  • Access to an annual performance related bonus scheme
  • Personal development. Support and training to help you to excel and develop your career.

Work with PRIDE

Princes Responsible Business Network
Stonewall Diversity Champion
Business Disability Forum Member
Woman Engaged

Why work for us?

At Nationwide, we’re here for our members and we put their needs first in everything we do. And now, more than ever, two things are helping us go from strength to strength: we put our customers first, and we’re known for being open, honest and trustworthy.

We’re also the world’s largest building society, with communities at the heart of everything we do. We aim to do the right thing for our members which helps set us apart from our competitors. But we need good people to help us do it. People who understand what we believe in and have the talent and drive to keep us successful.

At Nationwide we have a strong ethic of care, and a genuine concern for each other and our members. We recognise that our employees feel most appreciated when their thoughts and values are respected and considered. We are committed to creating a culture that recognises and truly values our individual differences and identities. If you’d like to be a part of an inclusive workplace where you can be yourself, where your talents are nurtured, and you feel empowered to contribute then please apply and help us in building society, nationwide.

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