Problem Manager
Livestock Information Ltd
Apply before 11:55 pm on Sunday 1st December 2024
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About the job
Job summary
Are you a talented problem solver with a natural talent for guiding and collaborating with diverse teams?
Do you have extensive knowledge and experience in cloud computing, particularly on the Azure platform?
Are you a skilled communicator who excels at fostering strong working relationships through effective and transparent communication?
If so, we’d love to hear from you!
At Livestock Information (LI) Ltd, our mission is to be an outstanding service provider of livestock data, empowering government, industry, and farmers to effectively manage disease and infection control, whilst enhancing productivity and innovation in agriculture. To achieve this, we need great people, who share in our values.
As Problem Manager, you will be sitting in the heart of a multi-vendor support model, each day will revolve around more than just successful delivery of Problem Management outcomes – it's a continuous drive to understand and the underlying cause of Incidents to prevent them reoccurring for the business.
You will be working and collaborating with the Service Desk right through to our Dev Teams and Product Owners, identifying and resolving Problem tickets all the way through the lifecycle, ensuring superior service for our customers and, helping to ensure we hit and exceed our support targets.
Your daily navigation involves ensuring our Problem Management service works in harmony with the highest industry standards such as ITIL V4, ISO 27001 and ISO 20000.
Job description
Your responsibilities will include:
Problem Management
- Collaborate with key stakeholders to gather trending on incidents and outages.
- Drive through to closure, as soon as possible any Problem records that are opened.
- Coordinate every aspect of Problem records.
- Improve the Service by working to eliminate and drive down reoccurring Incidents.
- Take responsibility for undertaking the analysis on why a Problem occurred.
Service Operation
- Ensuring wider business goals are understood by hosting regularly with other members of the Service Operations team and wider business, enabling you to correctly prioritise Problems
- During the lifecycle of a Problem, ensure any risks are understood and documented following agreed risk management process.
- Ensure that the Problem Management process and procedure compliments and enhances the other ITIL v4 aligned Service Management processes.
Continuous Improvement
- Work with the CSI Lead to proactively identify opportunities for service improvement, driving initiatives to enhance the efficiency and effectiveness of live services.
- Help to foster a culture of continuous improvement, encouraging feedback from stakeholders and implementing lessons learned.
Vendor and Stakeholder Management
- Foster excellent working relationships with external vendors and partners involved in delivering and supporting live services. These Partners will be the key to resolving Problem tickets
- Collaborate with internal and external stakeholders to understand their issues, address concerns, and ensure Problem are dealt with by Vendors as efficiently as possible to ensure the service remains aligned with business objectives.
Security and Compliance
- Collaborate with the security and compliance teams during a Problem to ensure live services continue to adhere to industry regulations and organisational security standards including ISO 27001.
- Ensure that where any Problem ticket has compromised security controls, you understand how this has happened and prevent reoccurrence.
For a full list of responsibilities, please see the Job Description attached.
Person specification
We are looking for someone with the following:
- Proven experience in a similar role ideally within an ISO 20000 accredited organisation.
- In-depth knowledge of cloud computing on the Azure platform.
- Demonstrable experience of working within a SIAM Service Model
- ITIL V3 and or ITIL V4 qualifications
- Strong Problem management skills with the ability to guide and collaborate with cross-functional teams.
- Excellent communication and interpersonal skills.
Benefits
As an LI employee, you will be entitled to our company benefits which include:
- A fully remote and flexible working set up
- 33 days annual leave, inclusive of Bank Holidays
- 4 x annual salary Life Assurance
- Market leading pension scheme through Legal & General
- Enhanced Family Friendly Policies
- Excellent learning, training, and career development opportunities
- 24/7 access to our Employee Assistance Programme
- A diverse and inclusive culture where everyone is respected and valued
Things you need to know
Selection process details
To apply for this role, you will need to submit a CV and answer some pre-screening questions.
The interview and assessment process for this role will involve a telephone interview with our Talent Team, followed by a first stage and a final stage interview. Interviews will be conducted either remotely via MS Teams or face to face.
If we need to make a reasonable adjustment so that you can complete your application, please contact us as soon as possible by emailing talent@livestockinformation.org.uk before the closing date to discuss your needs.
Values
We approach our work with TACT; we are Transparent, Accountable, Committed and we work as a Team.
We are transparent together, embracing honesty and building trust. We are accountable to the industry and strive for the best possible solutions for the communities we serve. We drive change with passion, commitment and enthusiasm to deliver a great service to the livestock industry. We work kindly and cohesively which allows us to support each other in our personal and strategic goals.
Diversity statement
At Livestock Information, we value diversity and believe that every individual brings different strengths. We understand that not everyone may possess every single skill outlined in this job description, but if you believe you have a solid skill set that enables you to excel in this position then we really encourage you to apply.
Further information
Livestock Information Ltd. cannot sponsor work visas at this time.
Livestock Information Ltd. Does not discriminate based on race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Feedback will only be provided if you attend an interview or assessment.
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Apply and further information
Contact point for applicants
Job contact :
- Name : Laura Lewis
- Email : talent@livestockinformation.org.uk
Recruitment team
- Email : talent@livestockinformation.org.uk
Further information
