Job Specifications
London, East Kilbride or Milton Keynes - You will be required to work from this location in line with FCDO policies on Hybrid Working (minimum 60% in the office).
Job Summary
The Foreign, Commonwealth & Development Office pursues our national interests and projects the UK’s role in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty and tackle global challenges with our international partners. We employ more than 17,000 staff in 179 countries and territories, across our diplomatic and development offices worldwide, which consists of 282 officially designated Posts. Our UK-based staff work in King Charles Street, London, Abercrombie House in East Kilbride and in Milton Keynes.
Job Description
The Problem Management team is responsible for the identification and management of the root causes of incidents caused by errors within the IT infrastructure, and the improvement of service by identifying and addressing issues across the IT estate to bring them into a controlled state.
As the Senior Problem Manager, you will be accountable for the overall quality and execution of the Problem Management process, to reduce the likelihood and impact of incidents by supporting Product Teams to identify underlying causes of persistent or repeat and potential incidents, and managing workarounds and known errors.
Roles And Responsibilities
The successful candidate will:
Provide expertise and point of escalation for Product Teams in the root cause analysis and resolution of emerging and recurring problems.
Collate, manage and triage the backlog of priority problems and known errors, ensuring they are prioritised in line with the business need, in conjunction with the relevant Product Owner.
Oversee Problem Management processes and procedures, sharing best practice with Product Owners.
Ensure that the right actions are taken to investigate, resolve and anticipate problems.
Co-ordinate the team to investigate problems, implement solutions and take preventive measures.
Oversee Problem Management reporting and information management to inform continual service improvement activities.
Provide updates on priority problems to key stakeholders in a timely manner, at weekly forums or as required.
Work closely with the Incident Management team, leading forums such as Post Incident Reviews to ensure actions are assigned and managed through to completion.
Proactively focus on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.
Have line management responsibilities which will include:
Oversight of direct reports and line management duties throughout the team.
Managing team prioritisation and utilisation.
Leading recruitment within the Problem Management team.
Demonstrating role model values of diversity and inclusion, leadership and embracing change within the team, engaging and maintaining the commitment of staff.
Developing a supportive environment for staff, promoting a culture of constructive feedback, learning, development and flexible working.
Building an open and collaborative culture within the Problem Management team.
The Problem Management team is responsible for the identification and management of the root causes of incidents caused by errors within the IT infrastructure, and the improvement of service by identifying and addressing issues across the IT estate to bring them into a controlled state.
As the Senior Problem Manager, you will be accountable for the overall quality and execution of the Problem Management process, to reduce the likelihood and impact of incidents by supporting Product Teams to identify underlying causes of persistent or repeat and potential incidents, and managing workarounds and known errors.
The Successful Candidate Will:
Provide expertise and point of escalation for Product Teams in the root cause analysis and resolution of emerging and recurring problems.
Collate, manage and triage the backlog of priority problems and known errors, ensuring they are prioritised in line with the business need, in conjunction with the relevant Product Owner.
Oversee Problem Management processes and procedures, sharing best practice with Product Owners.
Ensure that the right actions are taken to investigate, resolve and anticipate problems.
Co-ordinate the team to investigate problems, implement solutions and take preventive measures.
Oversee Problem Management reporting and information management to inform continual service improvement activities.
Provide updates on priority problems to key stakeholders in a timely manner, at weekly forums or as required.
Work closely with the Incident Management team, leading forums such as Post Incident Reviews to ensure actions are assigned and managed through to completion.
Proactively focus on continuous improvement