IT Problem Manager

Company:

Marsh

Description:

We are seeking a talented individual to join our IT Problem Management team.

This role will be based in our Liverpool.

As an IT Problem Manager you will play a crucial role in ensuring data accuracy and facilitating accurate reporting on trends of significant incidents within the organisation.

Reporting to the Senior Manager, who leads Problem Management globally, you’ll assist in the development and coordination of the effective functioning of problem management activities across MMCTech.

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 postmortem 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.
• We will also look for you to help manage service relationships across MMCTech by chairing Problem Boards and other meetings that will review outages, resolutions, and ongoing corrective action items. Where required, working with the teams across MMCTech to manage problem initiatives.

• Manage 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.
• Be flexible and willing to work longer hours or outside of regular working hours in the event of critical issues that require expedited root cause analysis. There may be a future requirement to work on a shift basis outside of the normal 9 to 5 schedule, and the role may also transition from a Monday to Friday working pattern.
• 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 develop plans to mitigate the recurrence of issues.
• Create, maintain, and develop Known Error records.

What you need to have: 

• Broad IT knowledge and technical skills.
• Proven ability working 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 based teams to meet Service Management's 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.
• Exposure to ITIL Service Management (or similar) processes and methodologies

What makes you stand out:

• Strong 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 organisations for collaborative tasks.
• Detail oriented with excellent prioritisation, and multitasking abilities.
• Ability to work collaboratively with minimal supervision.
• Familiarity with AI technologies, such as ChatGPT or similar natural language processing model
• Experience in the insurance and/or consulting or wider financial services sector.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [email protected] McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.