Industry Type:
NA
Job Detail:
OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.
OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.
1. Job Purpose
The purpose of the Problem Manager role will be to prevent incidents from occurring, minimising the impact of unavoidable incidents, publishing workarounds, developing the concept of known errors and utilising incident data to identify trends.
The role will be pivotal to continuing to drive improved stability and future continued improvement across OSB technologies.
2. Core Responsibilities
- Oversee day-to-day process execution for the Problem Management process
- Gathering data on incident trends, hardware and software failures, and resource utilisation and capacity issues. Analysing these trends to identify potential problems and/or recurring incidents. Identifying potential solutions, assessing the impact of each, and evaluating alternatives. Putting strategies and processes in place to solve problems permanently.
- Identifying resolved problems as candidates for inclusion in the Known Error Database and helping the teams to develop workarounds to problems with no permanent fix.
- Implement mechanisms for proactive problem management by analysing historical data to identify and eliminate potential incidents before they occur.
- Responsible for improving and protecting the availability and resilience of the company’s IT infrastructure.
- Developing, implementing and improving the problem management process
- Integrating the process into the ITSM toolset
- Schedule and chair Problem Review / Problem Board & Problem Task review meetings, delivering regular and consistent reports enabling management Information critical for decision making. Escalating issue’s to senior management when traction is not happening on tasks assigned to technicians.
- Deliver a risk based problem scoring metric
- Work with technicians for submitting change requests as required for eliminating known problems or problem prevention for problem resolution.
- Contributing to continuous service improvement of technologies, process, people and tools.
- Communication of problems to various stakeholders of varying degrees of seniority, this could include 3rd parties.
- Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
3. Experience Requirements
- Equivalent to 6-8 years of overall experience in the IT industry
- Equivalent to 2+ years previous experience undertaking analytical problem solving within an IT environment is essential
- Equivalent to 2+ years’ Experience working within a complex technology environment is essential
- Equivalent to 2+ years’ Experience in an IT Service Management environment is essential
- Minimum 2 years’ experience with Service Now ITSM tooling is essential
- Equivalent to 2+ Years or more demonstrated experience in working with diverse teams across on and offshore including line and performance managed is essential.
4. Knowledge Requirements
- Basic knowledge of UK mortgage and/or savings products is desirable.
- Excellent knowledge of problem management principles and the processes required for supporting them is essential.
- Knowledge of Service Desk and Incident Management Systems and disciplines is essential.
- Excellent knowledge of IT Infrastructure technologies used in a banking domain is essential.
- Detailed knowledge of the ISO 20K, 27K, 9K is desirable
5. Skill and Competency Requirements
- Excellent skills in respect of documentation, strong problem solving, analytical and time management are essential
- Excellent skills in analysis, communication, emotional intelligence, resilience, creativity, adaptability, attention to detail, accuracy, organisational and teamwork are essential
- Expert skills in respect of stakeholder management are essential
- Expert skills in respectof written and oral communication are essential
- Proficiency in Microsoft Office / O365 (Word, Excel, and PowerPoint) are desirable
6. Required Qualifications/Certifications
- Bachelor’s degree in Computer Science or related field is essential.
- Technical IT training qualifications is beneficial
- ITIL v4 Foundation certification is essential
- Problem management qualification is beneficial
- Quality & Process related certifications are desirable
Why join OSBI?
We understand your career and how you progress is as unique as your individual personality. We’ve created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you’re in the early stages of your career or already have an established profession, we’re constantly seeking to hire talented individuals who want to make a difference and grow with us. We’re a connected company working together to create a business in which we can all take pride and prosper.
If you want to know more about OSBI, please click on the website link: www.osb-india.com
To know more about OSBI culture please find us on Instagram @OSBINDIA
To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.
