SC Cleared Problem/Incident Manager
The NSoIT(D) Through Life Support Team as an in-house supplier for Service Management is responsible for the design and development of the support model and tools and process. host all services required by MoD formations in the deployed environment. As part of the enduring capability an ITIL Problem Manager is required, in line with the Programme Direction and MGBC.
The Engineering Problem Manager is responsible for the resolution (both reactive and proactive) of problems throughout the information system life cycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends. Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures. Investigates problems in systems and services. Assists with the implementation of agreed remedies and preventative measures. A holistic understanding of Service Management will be required, as this role will also be required other related ITIL processes as required, for example Incident Management.
Location: Preferred " Corsham "
Location Note: Candidate Can Be Remote but must be prepared if required to travel to Corsham Site Client provides expense to cover travel if required. Current travel frequency is low to not expected due to the national situation within Covid however candidates must be prepared for this to change and travel to site as we progress as a nation towards the redistribution to workforce back to the workplace.
Key outputs and deliverables:
. Maintain information about known errors and workarounds.
. Provide regular verbal and written briefings to the programme and stakeholders as required, including post-reviews of major problems.
. Lead on all Major Incident Post Incident Reports on behalf of Live Services.
. Provide good quality knowledge and information to expedite effective decisions relating to problem management.
. Host/chair meetings and working groups as required.
. Engage with relevant stakeholders, both internal and 3rd party, in the conduct of duties as required.
. Ensure that all related artefacts are captured and can be used as evidence for audit and assurance.
. Maintain a Single Point of Information on all DPS (LBS and NSoIT(D) live services problem related activities for all stakeholders to refer to.
. Operate within defined timescales.
. Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
. Ensure that such problems are fully documented within the relevant reporting system(s).
. Coordinate the implementation of agreed remedies and preventative measures.
. Analyse and report on patterns and trends.
. Initiate and monitor actions to investigate and resolve problems in systems and services.
. Lead on the implementation of agreed remedies and preventative measures.
. Investigate problems in systems and services.
. Manage problems/incidents in an agile environment focussing upon the rapid development and deployment of continuous delivery.
The essential qualifications, skills and experience are as follows:
. Non Negotiable - ACTIVE SC CLEARANCE IS NON NEGOTIABLE FOR THIS ROLE - Applicants without Active SC Clearance will automatically disqualify from process.
. Essential - ITIL v3 Practitioner ( or above ), with current working experience at Level 3 on Networks and WINTEL services.
. Essential - Working knowledge and demonstrated experience of Problem Management in an engineering environment.
. Essential - A holistic understanding of Service Management and SIAM.
. Essential - Good communication skills, with ability to adopt to uncertainties and changing priorities interface Tech to Non Tech Stakeholders
. Desirable - Be responsive, innovative and seek opportunities to effect creative change.
. Desirable - Project management - Agile preferable.
. Desirable - MoD/military experience.