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Problem Manager

1 month ago

StokeonTrent Staffordshire, United Kingdom bet365 Full time

Who we are looking for

A Problem Manager who will work with teams across our technology department to understand the root causes of problems, provide insights and drive positive change.

The Operations Engineering function works proactively to prevent incidents from happening and minimises the impact of incidents that cannot be prevented. Continuous improvement and providing a positive customer experience are essential to our success.

You will be responsible for the practical execution of the problem management process in an increasingly complex, fast paced, delivery focused environment. You will lead formal problem solving reviews for more complex high priority problems, whilst also tracking day to day activities to ensure KPI targets and quality expectations are met.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

Preferred skills and experience

  • Excellent analytical skills with a strong attention to detail.
  • Ability to quickly identify trending insights through data analysis.
  • Resilience in challenging and high pressure situations and adaptable to changing priorities.
  • Good understanding of the wider IT platform, with the ability to prioritise problems to deliver the most benefit to the Business.
  • Strong network relationship management, with the ability to lead cross functionally and influence at all levels.
  • Excellent verbal and written communication skills.
  • Good understanding of root cause analysis methodologies and innovative approach to solving unique problems.
  • Firm understanding of the ITIL framework.
  • Advanced Microsoft Excel and Power BI skills are desirable.
  • Experience working with Cloud Services including SaaS.

Main Responsibilities

  • Managing the overall problem work queues, taking accountability for data quality and adherence to the process.
  • Liaising with problem coordinators ensuring swift resolution of investigations and corrective actions are aligned to KPI targets.
  • Leading problem solving groups whilst coordinating and facilitating discussions efficiently with relative parties to reach timely and effective solutions.
  • Ensuring support teams and senior management are up to date with key problems and known errors, escalating any risks or issues identified.
  • Encouraging and driving a proactive culture across all teams, integrating trending data and information into plans and recommendations.
  • Providing insights via reports and dashboards to drive desired behaviours and priorities.
  • Leading cross team collaboration to plan for key sporting events.
  • Coaching and supporting problem coordinators, whilst encouraging proactive problem management practices.

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