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Purpose of Role

• Ensure positive perception of the problem management process.
• Continuously improve our capability on problem management provided to our customer.
• Perform the management of both reactive root-cause analysis (RCA) and proactive trend analysis.
• Communicate and coordinate with concerned parties through the Problem Management process.
• Prevent re-occurrence of Incidents and minimize the impact of incidents that cannot be prevented.
• Overlook the Known error database.

Responsibilities

• Ensure and monitor that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
• Maintain problem and task records to ensure that such problems are fully documented within the relevant reporting system(s).
• Coordinate with the internal Subject Matter Expert (SME) teams to guarantee assigned resources to work on Problems.
• Work with stakeholders to agree prioritisation of problems and deliverables associated with specific problems.
• Make and drive root cause investigations, problem investigations, Managing RCA between technical teams.
• Follow up with appropriate SMEs to complete both corrective and improvement actions defined during RCA.
• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Review problems in conjunction with service level agreements to identify any issues and their impacts; specifies any required changes.
• Support development and monitor implementation progress on permanent solutions
• May involve liaising with internal, external and third party suppliers.
• Maintain known error database updating with relevant solutions
• Production of statistics and reports to demonstrate performance of the Problem Management process.
• Ensure that agreed service levels are measured and monitored on an ongoing basis
• Ensure that the policy and standards for problem management are fit for purpose, current and are correctly implemented.
• Contribute to the development and implementation/improvement of policies and procedures.
• Provide proactive activities in cooperation with other processes or functions (event, capacity, operations, design, transition)
• Follows ITIL framework
• Raise risks and provide structured recommendations
• Support the development of mitigations and contingency plans
• Challenging non-fact based decisions
• Quality assures Problem Management output prior to publication for the protection of both BT and the customer.
• Comply with BT security policy, standards, baseline and procedures
• Complete all mandatory security trainings timely and successfully

Required Experiences and Skills

• Minimum bachelor’s degree and 8+ years problem management working experience.
• Good understanding of CCNA Level Data network is required, additionally voice IT products is a plus.
• Excellent, high level of business English (both verbal and written)
• ITIL V3/V4 Foundation certificate
• ITIL V3 OSA - Operational Support and Analysis Capability certificate
• Good understanding and practice of Problem-Solving techniques (5 Whys, Fishbone, Kepner-Tregoe, etc.).
• Provides great customer experience and support.
• Excellent on manage parallel work streams.
• Team-player attitude
• Expert on making presentations and present this to wider audience.
• Excellent communication and Customer care
• Customer-oriented thinking
• Willingness to handle difficult situations.
• Act properly and consequently in stressed situations
• Desire for learning and knowledge sharing.
• Committed for strong documentation.
• Confident Windows and MS Office user

Desirable Skills

• Affinity to technology and processes.
• Enthusiastic and pro-active personality.
• Good understanding of procedures and application of procedures and concepts within own subject area (and understanding them in the context of the business).
• Adapts information/style to the audience, explaining difficult issues clearly, to establish consensus and gain agreement.
• Experienced and competent in own area.
• Able to appropriately use a range of relevant statistical functions to summarize and analyse data.
• Able to identify root cause of problems provided all required information is available within domain.
• Good Understanding of Network (LAN, WAN, Wireless, IPT, etc.) end user support.
• Experience with the most common ITSM tools available in the market (BMC, Service Now, CA, HP).
• Shares own expertise with others.
• Provide guidance and support to others. Completes own role independently or with minimal supervision/guidance.
• Applies knowledge/skills to a range of standard and non-standard activities. Interprets client needs, assessing the full requirements.
• Able to construct presentation slide decks summarising key service level outcomes, trending, root cause information and mitigation detail.
• Confident presenter able to tailor material and delivery to meet different audience requirements.
• Identifies solutions to non-standard tasks/queries.
• Awareness of internal/external business issues and best practice in own discipline which is then applied to own role.
• Creates informal networks with key contacts within own area.
• Behaves with high professionalism, is always on time and manages priorities and expectations effectively for self and others.

Motivation letters are more than welcomed!

What we offer

• Supportive corporate culture
• Inspiring working teams
• Competitive salary and benefit package
• Professional development programs, trainings and educational support
• Employee and Family Friendly Workplace
• Private health insurance package

Why you should join BT?