Senior Analyst, Technology Operations and Service

About Us

The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business.

The Senior Problem manager role will be to lead the analysis of incident records (P1 to P4) to identify trends and potential problems for root cause analysis to be progressed.

â?¢ Lead the investigation of problems, via a root cause analysis (e.g. following on from Major Incidents) or through proactive trend analysis and monitoring

â?¢ Ensuring RCA Corrective actions get implemented, by working with other Service Management disciplines in IT Service Management and our eco vendor partners.

â?¢ Provide notification of Problem records, workarounds and known error solutions.

â?¢ The role will also be responsible for ensuring that the data within Service Now is complete and accurate and that it is in a fit state to be used for business-led and process compliance problem reporting.

â?¢ To take ownership and responsibility for the Problem Management process under the direction of the Problem Management lead, ensuring continual service improvement can be tracked and reported against to show the benefits derived from Problem Management capabilities

â?¢ Ensure timely and appropriate communication with involved parties

â?¢ To be the focal point for all problem management issues

â?¢ To provide relevant and useful management information

â?¢ Ensure effective communication, to work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimise performance

â?¢ To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of problem management

Qualifications

â?¢ Bachelors Degree or equivalent experience

â?¢ Typically 5 - 7 years of experience in position. Bachelors degree may be required

â?¢ Maintains a high level of managerial knowledge and technical experience. Has a broad technical depth in multiple, related fields sufficient to lead programs or projects. Understands well defined goals and sets priorities to reach them. Understanding of the roles of the various functions. Knowledgeable in business policies affecting the division/area. Makes difficult decisions in a timely manner while balancing internal client and external customer needs.

â?¢ Work performed without direction; exercises latitude in determining assignment objectives.

â?¢ Frequently explains information to others who use it to advise and negotiate at higher organizational levels. Maintains occasional external contact with counterparts within and external to the industry .Positively influences others and gains their cooperation. Ability to modify practices and procedures to meet individual situations. Manages people and/or processes to meet operating goals and quality standards