Problem Manager
| Dyddiad hysbysebu: | 26 Mawrth 2025 |
|---|---|
| Cyflog: | £37,300 i £39,911 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | New entrants to the Civil Service will start their role on the salary band minimum: £34,350. Recruitment Retention Allowance (RRA): Up to £5,000 is available for candidates who demonstrate exceptional skills and experience evidenced at interview stage. |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Ebrill 2025 |
| Lleoliad: | Manchester |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 397769/1 |
Crynodeb
Digital Data and Technology (DDaT) enables the Home Office to keep citizens safe and the country secure, as well as at the front line of making the Home Office a modern and capable department at a time of unprecedented global change.
As a Problem Manager within the DDAT IT Operations Problem Management team, you will play a key role in the provision of service support at the Home Office, contributing to the delivery of high quality consistent incident, problem and request fulfilment management processes across the estate.
You will identify and log issues, and support with investigating and addressing Home Office users’ technical queries, requests, incidents and problems in a timely and professional manner, maintaining a clear focus on the user throughout.
You will work closely with other DDAT technical support teams and a variety of suppliers to address issues and restore services within agreed service level agreements.
You will also get the opportunity to learn about the variety of delivery and support approaches in place at the Home Office including Agile delivery and DevOps.
As a Problem Manager, your main responsibilities will be:
- Supporting the effective management of technical problems in line with problem management processes, liaising with resolver groups throughout the problem lifecycle.
- Managing identified problems to proactively prevent incidents from occurring and to minimise the impact of incidents that cannot be prevented.
- Proactively identifying problems by analysing data and metrics provided by the Service Desk to understand incident trends · collecting and logging accurate, detailed information about technical problems in order to provide the relevant information to the appropriate DDAT support / resolver teams and to facilitate service and management reporting.
- Providing stakeholders with updates on the status of technical incidents, service requests and problems
- Regularly engaging with other DDAT teams and / or suppliers to resolve technical incidents, service requests and problems in line with SLAs
Recruitment and Retention Allowance
This post is eligible for a DDaT Recruitment Retention Allowance of up to £5,000, which will be assessed at interview. This allowance is subject to an initial review within six months of taking up the post and thereafter an annual review in line with the departmental priorities and could be reduced or withdrawn at any time.
Hybrid working
DDaT is geographically spread across a number of locations with most staff working in line with the Department’s hybrid working arrangements. The successful candidate will be expected to spend a minimum of 60% of their working hours at our Manchester office - Soapworks, with the remainder of the time working from home.
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