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Problem Coordinator

2 months ago

Swindon, Swindon, United Kingdom The People Network Full time
Problem Coordinator Job Description

We are seeking a skilled Problem Coordinator to join our team at The People Network. As a Problem Coordinator, you will play a critical role in ensuring the smooth operation of our IT services.

Key Responsibilities:
  • Problem Investigation: Lead problem investigations with technical subject matter experts to identify root causes and implement corrective actions.
  • Error Tracking: Record all known errors in the Known Errors database and follow up on corrective actions to ensure completion.
  • Post-Incident Reports: Participate in post-incident reports for major incidents and publish them externally within one week of service restoration.
  • Subject Matter Expert Engagement: Identify and engage subject matter experts and technology teams during problem investigations.
  • Prevention of Recurring Incidents: Determine true root causes and drive the implementation of corrective actions to prevent recurring incidents.
  • Stakeholder Communication: Deliver results of problem investigations to stakeholders and prevent problems proactively through trend analysis.
  • Business and Technical Needs: Gather, analyze, document, and validate business and technical needs using interviews, workshops, and modeling techniques.
  • Solution Identification: Consult with subject matter experts and project team members to identify and document potential business and technology solutions.
Requirements:
  • ITIL Service Operations Experience: Minimum 2+ years of experience in ITIL Service Operations with a focus on Problem Management.
  • Communication Skills: Excellent verbal and written communication skills, with a good command of English.
  • Data-Driven Approach: A data-driven approach to problem-solving and a continuous service improvement mindset.
  • Technical Skills: Proficiency in BI tools, software development cycles, and IT service management tools such as Jira and Confluence.

If you have the skills and experience required for this role, please apply today for immediate consideration.