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Position: IT Problem Manager
Institution: University College London
Department: Information Services Division
Location: London, United Kingdom
Duties: The ISD Service Strategy & Improvement Department are seeking to appoint an IT Problem Manager to work with teams across the IT organisation on improving ISD services through the elimination and mitigation of high impact and recurring Incidents, by embedding a mature Problem Management discipline
Requirements: You will have knowledge and experience of the ITIL Service Management framework, particularly Problem and Critical/Major Incident Management. It is desirable that you will be qualified to ITIL Foundation v3level or above. You will be able to influence and persuade stakeholders at all levels of the organisation to dedicate required time and resources to problem identification and resolution. The ability to encourage and facilitate collaboration between different teams will be essential in the successful identification and resolution of underlying root causes. Whilst not a technical expert, you will have a broad understanding of the types of technology and applications used to deliver IT Services in a large environment such as UCL
   
Text: IT Problem Manager, - Ref:1800011 Click here to go back to search results Apply Now UCL Department / Division Information Services Division Location of position London Grade 8 Hours Full Time Salary (inclusive of London allowance) ?43,884 to ?51,769 per annum Duties and Responsibilities The ISD Service Strategy & Improvement Department are seeking to appoint an IT Problem Manager to work with teams across the IT organisation on improving ISD services through the elimination and mitigation of high impact and recurring Incidents, by embedding a mature Problem Management discipline. You will champion the Problem Management process, working with service delivery teams to identify potential underlying problems, facilitate root cause analysis, and drive required improvement actions. You will also take a key role in the Critical Incident management process, providing expert advice and guidance to designated Critical Incident Managers on best practice and process adherence, and documenting & driving to completion post-incident improvement works. Key Requirements You will have knowledge and experience of the ITIL Service Management framework, particularly Problem and Critical/Major Incident Management. It is desirable that you will be qualified to ITIL Foundation v3level or above. You will be able to influence and persuade stakeholders at all levels of the organisation to dedicate required time and resources to problem identification and resolution. The ability to encourage and facilitate collaboration between different teams will be essential in the successful identification and resolution of underlying root causes. Whilst not a technical expert, you will have a broad understanding of the types of technology and applications used to deliver IT Services in a large environment such as UCL. Further Details A Job Description can be accessed at the bottom of the page. To apply for the vacancy please click on the ?Apply Now? button below. If you have any queries regarding the vacancy or application process, please contact the ISD Staffing Team at isd-hradmin@ucl.ac.uk We particularly welcome applications from black and minority ethnic candidates as they are under-represented within UCL at this level. We will consider applications to work on a part-time, flexible and job share basis wherever possible. Closing Date 12 May 2019 Latest time for the submission of applications 23:59 Interview date TBC This appointment is subject to UCL Terms and Conditions of Service for Research and Support Staff. Please use these links to find out more about UCL working life including the benefits we offer and UCL Terms and Conditions related to this job. JD_ IT Problem Manager Apply Now
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