Problem Manager

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

What’s on offer?

• Title:                                  Problem Manager
• Location:                           Birstall
• Contract Type:                  Permanent, Full Time
• Hours:                               37.5 per week, 08:30 – 17:00, Mon - Fri

We are currently recruiting for an experienced Problem Manager to join our friendly team based in Birstall.  In this exciting role, you will play a crucial role resolving problems within our IT infrastructure and services by identifying the root causes of recurring incidents and implementing proactive measures to prevent future occurrences.

You will also leverage your analytical and critical thinking skills to contribute to the improvement, stability and reliability of our systems resulting in an enhanced experience for our customers.

Some of the key responsibilities include:

• Investigating and analysing incidents to identify underlying problems and root causes.
• Collaborating with cross-functional teams to define problem statements and develop effective problem-solving strategies.
• Conducting thorough problem analysis using established methodologies and tools.
• Facilitating problem management meetings and ensuring appropriate documentation of discussions, actions, and resolutions.
• Monitoring and tracking the progress of problem investigations and resolutions.
• Collaborating with technical teams to implement permanent fixes, workarounds, or preventive measures.
• Conducting post-implementation reviews to validate the effectiveness of problem resolutions.
• Providing regular updates and reports on problem management activities and progress.

Skills & Experience

• Previous experience working in a similar role as a Problem Manager or in IT service management.
• Strong understanding of problem management processes and methodologies.
• Proficiency in incident management and root cause analysis.
• Familiarity with IT infrastructure and services, including cloud, software, networks, and applications.
• Experience in collaborating with cross-functional teams and stakeholders.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework is mandatory.

Key Competencies

• Analytical mindset and strong problem-solving abilities.
• Attention to detail and the ability to analyse complex data and information.
• Excellent communication skills, both written and verbal.
• Strong organisational and time management skills.
• Ability to work well under pressure and prioritise tasks effectively.
• Collaboration and teamwork skills to engage with stakeholders and technical teams.
• Adaptability and flexibility to handle evolving problem scenarios.

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.