Problem Coordinator

Job Advert

**Do you have good problem-solving skills and interested in digging deep into problems to drive forward improvements? If so, then we would love to hear from you.**

The company are going through a period of positive change and expansion of the IT functions. We have an opportunity for an additional experienced Junior Problem Manager/Problem coordinator to work within our Service team in Technology. Your primary objectives will be to prevent Incidents from happening by identifying root cause of IT incidents, and to minimize the impact of Incidents that cannot be prevented. This role would ideally suit an individual who has an understanding within an IT function. Previous experience of an Incident or Problem Management function will be a big advantage. This is an intermediate level position within the team, but as it's the largest team within Technology, then there are plenty of opportunities to progress further.

Working as a Problem _Junior Problem Manager_ you will be involved managing proactive and reactive problems from incidents and trend analysis. There is no line management responsibility within this role; however, you will have to co-ordinate and work effectively with other team's members UK and international including external vendors to ensure problems are mitigated or eradicated within agreed service levels.

We offer great benefits and flexible hybrid working between home and office depending on the ongoing role requirements.

**Please note that you may be required to work on a shift pattern that covers 7.30am - 8pm.**

**Your Role**

Become the nominated Problem _Manager_ for allocated problems, working closely with the technical resolution groups and the business.
- To ensure the underlying causes of IT incidents are fully investigated via the problem management process.
- Conduct post incident reviews.
- Ensure follow-on actions are implemented by the relevant support teams (which can be internal or 3rd party suppliers) within a timely manner. Provide supervision to these groups over the investigation and resolution process.
- Provide an escalation point for any issues raised within the problem investigation process.
- Analise root cause, identify Known Error and coordinating actions to mitigate and or eradicate the error.
- Review problem trends, planning and driving improvement plans through the root cause investigation process.
- To be accountable for appropriate, meaningful, and timely communication to relevant stakeholders.
- Formally close problem records, planning and documenting appropriate follow up activities relating to Problem reviews.
- To develop and build customer relationships to ensure a high level of customer service and satisfaction.

**About you**:
Experience working within an IT department / function with strong problem-solving skills and ITIL awareness. Previous experience of an Incident or Problem Management function will be an advantage. Excellent communication, attention to detail and organisational skills with the ability to demonstrate a methodical approach to data analysis and problem solving. Excellent stakeholder management with both technical and non-technical stakeholders

Hybrid Working - Work Where it Works. Our hybrid way of working gives you the choice to work where it works. This enables you to complete your daily tasks where you'll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team. We would love to talk to you about this.

As a Problem Manager you will also get an excellent benefits package including
- Discretionary company bonus
- Company pensions up to 7% matched
- 10% colleague discount, free parking, and many additional rewards.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.

**#LI-Hybrid #LI-MA1