Problem Management Lead

2 weeks ago

Swindon, Swindon, United Kingdom PROWEBCE Full time

Problem Management Lead - Edenred

Swindon - Hybrid

Do you excel in dynamic environments and enjoy solving intricate challenges? Are you a natural leader with a flair for orchestrating high-performance teams?

If this sounds like you, then the Problem Management Lead position at Edenred might just be your perfect match

About Edenred

Edenred is a prominent provider of pre-paid corporate payment solutions, connecting businesses with a diverse network of merchants and service providers. Operating in 46 countries, they cater to over 85 million users.

About the Role

Joining a dedicated team, your focus will be on contributing to a seamless 24/7 IT Service Operation support. You will play a vital role in ensuring efficient system monitoring, cultivating a professional and highly motivated workforce, and striving for exceptional service standards.

  • Help in establishing, managing, and overseeing the problem management process to align with business and client requirements.
  • Act as the senior team member responsible in the absence of the Problem Manager.
  • Take charge of executing end-to-end post-mortems, including implementing all lessons learned tasks.
  • Identify and classify problems along with their root causes, ensuring timely resolutions to prevent recurring incidents following the Problem Management plan.
  • Offer recommendations for service enhancements aimed at improved availability, service levels, cost efficiency, and user satisfaction.
  • Assist in defining and implementing criteria and procedures for reporting identified problems, encompassing problem classification, categorization, and prioritization.
  • Investigate and diagnose issues with the support of relevant subject matter experts to evaluate root causes.
  • Engage in proactive problem management by collecting and analyzing operational data, identifying emerging trends that may signify potential problems.
  • Participate in ad-hoc and recurring meetings related to problem management and process-related gaps.
  • Collaborate on the development, measurement, and analysis of Critical Success Factors and Key Performance Indicators, generating insightful metrics reports.
  • Assist in devising effective procedures for executing all processing activities efficiently.
  • Coordinate with internal management and provide consultative support for all process services.
  • Foster and empower your team to deliver top-notch client service and satisfaction levels.
  • Evaluate and formulate action plans for current and future technological knowledge and skills essential for you and your team's success in Service Delivery.
  • Streamline Support ticket/workflows aligning with Support Standards and Procedures for consistent high performance from your team while adhering to client SLAs.
  • Proactively identify potential disruptions to products and services for clients.
  • Handle client escalations during shifts and ensure transparent communication within your team and external stakeholders on all issues and ongoing tickets.
  • Efficiently resolve a range of complex issues, taking ownership of all tickets, including long-standing issues, driving towards successful resolutions with a primary focus on identifying the Root Cause to prevent future recurrences.

Your Skills and Experience:

Essential Skills

  • Demonstrated leadership experience
  • Strong problem-solving abilities and sense of ownership
  • SQL - Proficiency in writing and utilizing SQL queries
  • Unix - Proficient in navigating file systems and making file edits
  • Java - Competency in reading Java code
  • Expertise in defining and designing intricate solutions
  • Proven track record in constructing and advocating business cases for complex projects
  • Established competence in client relationship management
  • Exceptional team-building capabilities
  • Degree or equivalent in computer science or a related technical discipline
  • Proficient in English
  • MS Office

Desirable knowledge/experience

  • AppDynamics
  • Jira/Jira Service Desk
  • Confluence
  • OpsGenie
  • Citrix

Personal attributes

  • Client-centric
  • Detail-oriented and data-driven
  • Supportive of others without seeking personal gain
  • Proficient in coaching and mentoring, with a keen ability to influence others
  • Innovative, open to change, dedicated, and tenacious towards achieving superior outcomes
  • Excellent written and oral communication skills with a professional demeanor
  • Ability to prioritize effectively in a dynamic, fast-paced setting
  • Self-motivated to enhance skills and capabilities
  • Flexible, adaptable, and sets a leading example
  • Comfortable handling confidential/sensitive information

Benefits of Working at Edenred

  • Competitive salary and benefits package
  • Opportunity to thrive in a fast-paced, dynamic environment
  • Contribution to a growing, global organization
  • Ability to significantly impact the organization's success

Diversity:

Edenred UK and PPS are dedicated to fostering an inclusive environment. We uphold equal opportunities for all, irrespective of age, race, color, religion, gender, nationality, disability, or any other protected status according to relevant laws

Join us today and be part of the vibrant Edenred community

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