Cloud Problem Manager

The role of the Problem Manager is to pro-actively reduce the impact of Incidents, Problems and Known Errors within the IT Infrastructure and Cloud Operations. This role requires excellent analytical skills and the ability to effectively utilise proven problem analysis techniques. The Problem Manager will drive and promote the effectiveness of Problem Management within the organisation and Client stakeholders, ensuring that ITIL good practice is adhered to.

You will work in collaboration with peers across the Global organisation to adopt and implement the standards and processes necessary to deliver the best in class service our customers expect, meeting or exceeding contracted SLAs and targets.

**Key Responsibilities**:

- Enables the effective operation of the Problem Management Process and oversees the Problem Management process delivery.
- To act as the primary focal point for customers to communicate the status and progression of all Problems
- Raise problem records based on proactive trend analysis for clients to make recommendations for enhancements to processes and procedures
- Investigate problems, according to impact, through to resolution or error identification. Update the change/problem/incident records with all progress that occurs, including any actions to correct problems.
- Ensures that problem investigations are conducted effectively securing end-to-end Service Level Agreement, acts as escalation point in scope of root cause analysis process.
- Assuring the analysis of the aggregate incident data to identify key trends.
- Produces high quality reports, coordinates associated management actions - shares root cause and known errors and other lessons learnt across the regions and with service providers as appropriate.
- Gets to the root cause of Incidents and recommends actions to improve or correct the situation.
- Facilitates the resolution of the complex problems and root cause analysis requiring the input of the multiple functions.
- Manages or coordinates implementation of corrective actions, recording of residual business risk, communicates high quality updates to all stakeholders.
- Ensures high quality input into Known Error DB.
- Ensures that active knowledge sharing exists between all engaged parties, ensures mandatory compliance with and ongoing maintenance of the Known Error database.
- Ensures that stakeholder resources are appropriately identified and coached.
- Reviews the efficiency & effectiveness of the Problem Management function and processes on a periodic basis.
- Reviews and updates operational Problem Management documentation.
- Builds and maintains effective working relationships with Customers and Suppliers.
- To act as the primary focal point for customers to communicate the status and progression of all Problems
- Liaise between our support teams, customers and third-party suppliers to ensure effective communication.
- Chair Problem Review meetings with Customer and Stakeholders, facilitate and distribute minutes.

**Key Requirements**:

- Understanding of cross systems interrelations in context of the global business process.
- Broad experience in IT
- Computer systems knowledge, integration, and architecture concepts
- Good Management and communication skills, leadership of Problem Management meetings.
- Experience of working directly with business and service managers.
- Experience of managing virtual teams to deliver Problem Management process and working cross functionally.
- Wide understanding of Service Management and clear commitment to Service Management Framework.
- ITIL certification

**Company Info**

Kerridge Commercial Systems (KCS) provides specialist software; services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in the distributive trades, KCS has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. KCS has offices in the UK, Ireland, The Netherlands, South Africa and North America.

**Equal Opportunities**

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._