Marsh & McLennan UK Business Services
ITProblemManager
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optimal for Senior candidates.
“IT Problem Manager at Marsh & McLennan UK Business Services. Skills: Problem Management, root cause analysis, stakeholder management. Maintain effectiveness of problem management process. Manage problem management process”
What You'll Achieve.
reduce incident volumes; streamline their resolution; enable incidents to be resolved at lower support tiers; reduce recurrence
Industry & Context.
Analyses complex problem records to identify root causes and implement effective solutions; Determine root cause, resolution; identify and recommend improvements; Analyse incident volumes and trends; identify process or technological improvements; Conduct post-mortem investigations on critical incidents; identify and recommend corrective action items
Flexibility and willingness to work longer hours or outside of regular working hours in the event of critical issues requiring expedited root cause analysis
What They're Looking For.
Must Have
Bachelor’s degree, minimum of 8 years of working experience, proven ability in Problem Management, Demonstrable experience in application, database, infrastructure, or other related technology support, Proven ability to manage and facilitate activities by a variety of functional and geographically dispersed teams to meet Service Management requirements, Experience using an IT Service Management tool with an understanding of reporting modules, Proficiency in analysing problems using reports and statistics to identify trends and implement mitigating actions, Broad IT knowledge and technical skills, Exposure to ITIL Service Management (or similar) processes and methodologies, Flexibility and willingness to work longer hours or outside of regular working hours in the event of critical issues requiring expedited root cause analysis
Nice to Have
critical incident and change management experience, Background with SDLC, quality standards, and service management processes, Excellent interpersonal skills to effectively interact with technical resources from multiple organizations for collaborative tasks, Familiarity with AI technologies, such as ChatGPT or similar natural language processing models, Experience in the insurance, consulting, or wider financial services sector
What You'll Do.
Maintain effectiveness of problem management process
Manage problem management process
Ensure data accuracy and trend reporting
Analyze complex problem records
Identify root causes and implement solutions
Analyze incident volumes and trends
Conduct post-mortem investigations
Create Known Error records
How You'll Work.
Team & Collaboration
Collaborate with cross-functional teams; Help manage service relationships; Work with teams across MarshTech; Collaborate with relevant technical, management, and business stakeholders; Collaborate closely with colleagues both onshore and offshore
Communication Scope
Communicates findings clearly to stakeholders; Provide clear, targeted, and timely communication
Full Job Description
## Company: Marsh ## ## Description: We are seeking a talented individual to join our Problem Management team at Marsh & McLennan UK Business Services. This role will be based in our London or Liverpool offices. This is a hybrid role with a requirement to work according to the respective team's arrangement. **IT Problem Manager** * Plays a critical role in maintaining the overall effectiveness of the problem management process. * Manages the problem management process, ensuring data accuracy and precise trend reporting. * Analyses complex problem records to identify root causes and implement effective solutions. * Collaborates with cross-functional teams to improve processes. * Communicates findings clearly to stakeholders. **We will count on you to:** * Determine root cause, resolution, and identify and recommend improvements that can be made to prevent recurrence. * Analyse incident volumes and trends to identify process or technological improvements that will reduce incident volumes, streamline their resolution, or enable incidents to be resolved at lower support tiers. * Conduct post-mortem investigations on critical incidents, identify and recommend corrective action items, and create a business-facing document detailing the incident, root cause, and steps for remediation. * Help manage service relationships across MarshTech by chairing Problem Boards and other meetings that review outages, resolutions, and ongoing corrective action items. When required, work with teams across MarshTech to manage problem initiatives. * Contribute to the problem management process by collaborating with relevant technical, management, and business stakeholders. * Provide clear, targeted, and timely communication regarding the progress of individual problems. * Collaborate closely with colleagues both onshore and offshore to facilitate problem management RCAs and expedite the closure of identified actions during the RCA process. * Identify trends in problem data and contribute to
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