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Job ID Date Posted Location
1900HF 02/08/2019 Maidenhead
Work Location Job Type Contract Type
Maidenhead Office (Star House) Professional Full-time
Hours Per Week Shift Pattern Closing Date
37.5 Standard N/A

We exist to make mobile better for everyone. Ever since we were created in 2003, we've been challenging and changing the way the industry works by putting customers first and tackling the issues that frustrate and annoy them. We’re able to do this thanks to our amazing people who share our passion and belief in making things right. 

Its an exciting time here at Three and for us to be at our best, we need the right team.

We are looking for an experienced Problem Manager who can take accountability for the governance of the problem management process, developing the procedures and frameworks for how problem management is handled by partners, and in between partners

Purpose and Accountability

Accountable for the governance of the E2E problem management process, developing the procedures and frameworks for how problem management is handled by partners, and in between partners

Accountable for overseeing and collating root cause analysis from partners on service impacting outages and providing insight for service owners to act upon to prevent re-occurrence

Ensures processes will be in place to support CSI activities with business service owners to ensure the right outcomes are consistently communicated and delivered to the business

The typical planning horizon for this role is monthly to align to operational reporting requirements of our partners.

  • Ensures that the processes are in place so that the root causes of problems are quickly identified and solutions are managed by the partners
  • Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s)
  • Enables development of problem solutions
  • Coordinates the implementation of agreed remedies and preventative measures
  • Analyses patterns and trends, the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents
  • Ensures problem management processes will work effectively across partners and be seamlessly embedded to Incident, change, problem and CSI activities at the service level

Role Fundamentals – Essential requirements
  • Certified ITIL service operation
  • Experience of problem management within a multi-party telecommunications environment 

Level / Grade specific experience and knowledge
  • Experience of working with and influencing various levels of management, building relationships and influencing across teams and a wider community of other leaders and managers. A clear communicator
  • Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams
  • Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology
  • Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts
  • Will have a high-level, broad end-to-end understanding of our business and its operational performance and be able to demonstrate knowledge of working in a service-orientated environment
  • Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans
  • Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption
  • Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members
  • Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts

Domain specific knowledge & experience – Desirable criteria

For this role, candidates should also demonstrate:
  • Experience of best practice framework such as COBIT/eTOM desirable
  • Use of root cause analysis techniques in a complex technology environment
  • They are able to work effectively across partners and be seamlessly embedded to incident, change, and CSI activities at the service level

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