Problem Management - Senior Associate

Why this job matters

•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.

What you’ll be doing

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.
•Cotribute 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

The skills you’ll need

•Minimum bachelor degree and previous problem management working experience 
•Excellent, elevated level of business English (both verbal and written)
•ITIL V4 Foundation certificate

•ITIL v3 Intermediate / CCNA Expert preferred
•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 tricky situations
•Act properly and consequently in stressed situations
•Desire for learning and knowledge sharing
•Committed for strong documentation
•Confident Windows and MS Office user

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.