Technical Problem Manager

We are looking for a Technical Problem Manager(s), to work within the Operational Management space to enhance the capability to effectively manage the operational environment ensuring greater availability of IT services to the client business units and their customers.

Reporting to Head of Service Management and Problem Management Process Owner, the job description is as follows:

- To manage record and manage problems through to resolution by performing root cause analysis, coordinating 3rd party analysis, and communicating with service owners to ensure workaround and solution suitability.
- Assist with Major Incidents by providing root cause analysis of the underpinning infrastructure, to find workarounds or resolutions to restore service.
- Perform pro-active analysis of technical data to identify underlying problems, which have yet to be identified.
- To lead by example, providing thought leadership in continual service improvement to process, support & technology.

This will require working collaboratively as part of the management team responsible for:

- Major Incident Management
- Incident Management
- Availability and Capacity Management
- Project Management

The key duties of the role are:

- Follow the agreed Problem Management process
- Take ownership of problems and ensure that the process is followed end-to-end by all parties
- Use technical expertise to provide root cause analysis to investigate and diagnose the underlying cause of Problems and identify workarounds and permanent fixes
- Work with availability, capacity, security and continuity to identify, review and propose workarounds and permanent fixes
- Participate in the change process to review and approve workarounds and permanent fixes
- Manage known Error information
- Assist with Post Incident Reviews and Service Forum Reviews
- Establish a rhythm of weekly problem management reporting and peer review
- Manage P1's and selected P2's to root cause, make recommendations for work around and/or fix
- Catalogue accepted risks and quantify risks by application, product or service (where possible)
- Create known errors as appropriate
- Review release deficiencies
- Participate with support tasks including monitoring infrastructure & alerting
- Fulfil any additional/ad hoc duties as required to meet the needs of the business
- Represent the Problem Management process in management meetings and across the wider organisation
- Identify opportunities to continually improve the Problem Management process
- Updates Problem and Known Error records.
- Ensure appropriate prioritisation of problems
- Escalates to other Problem Analyst Groups by mutual agreement.
- Provide Operational Support and leadership to ensure uptime and incident resolution targets are met

The candidate will be required to interact with all Infrastructure teams eg Networks, Windows/UNIX/Linux/Sys Admins, Operations Service Management team including the Project Managers, Architecture & App Dev teams and Business Users along with 3rd party external vendors and service providers, Offshore support teams

The candidate should have

- Excellent analysis skills - eg Kepner Tregoe, Ishikawa, pareto analysis
- Self motivated
- Process focussed, minimum ITIL foundation
- Flexibility to adapt to change in a dynamic environment
- Work collaboratively with the company's other IT infrastructure teams
- Resilient team player who is goal-orientated and demonstrates a high level of commitment with the ability to work under minimal supervision
- Excellent Written and Verbal communication skills with people at all levels across the organisation
- Strong process oriented approach to work and excellent attention to detail
- Ability to prioritize tasks well
- Demonstrate a business focused mind set, with strong emphasis on teamwork and efficiency

TECHNICAL SKILLS:

CANDIDATES SHOULD HAVE A VARIETY OF SKILLS IN MORE THAN ONE OF THE FOLLOWING AREAS:

- Understanding of a range of Storage Technologies
- Knowledge of data Storage for physical and VM Servers
- Understanding of Database use relating to the access, use, integrity, security and storage information
- Knowledge and experience of OEM 12c including Patching, Provisioning, Compliance, Monitoring and configuration management
- Understanding of Oracle Fusion Middleware environments including of OAS and Weblogic technologies
- Knowledge and experience of ASM storage technologies for 11g and 10g
- Working knowledge of OLPT and OLAP databases
- Knowledge and experience of backup and restore Oracle database utilising RMAN catalogue
- Experience in writing PL/SQL, c-Shell, Perl code and SQL tuning
- Knowledge of Oracle database and security best practises
- Knowledge of .NET with SQL server
- Strong Infrastructure working knowledge across more than one of the following: Windows O/S, UNIX, Storage Area Networking, Database, Middleware solutions