Location: Noida, South Asia, IN
Company: British Council
The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.
We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.
These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Job Title: Manager Problem
Purpose of job:
The Problem Manager validates new Problems, ensures that appropriate resources are assigned to Problems and monitors them throughout their lifecycle. The Problem Manager ensures that each problem is scheduled, assigned, analysed, acted upon and recorded with appropriate levels of root cause analysis, impact analysis, workarounds and action plans.
Execution of Vulnerability, Problem, Capacity and Availability management process in order to maximise process efficiency and effectiveness.
The role works closely with other Process Managers, Service operations and suppliers/ vendors. Core purpose is to enable reporting of KPIs and achievements against targets such as those in OLAs.
Role context
The main goal of Problem Management is to minimise the adverse impact of IS related Incidents and Problems on the British Council business, and to reduce the reoccurrence of Incidents due to the same underlying root cause.
Its purpose is to identify underlying Problems, seek out their root cause and then resolve the Problems through implementation of cost justifiable solutions.
The scope of the Problem Management process is global, applying to all GIS teams and vendors involved in delivering and supporting the British Council IT services and infrastructure.
Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
Duties:
Problem Management Process execution & improvements – Supporting the delivery and execution of the Problem Management process. Identifying and driving improvements in the process to deliver value.
RCA investigation and identification – Directly work with the vendors to investigate and identify root cause.
Known Error Database- Identify known errors, manage & publish in KEdB.
Professional development – Agree own development plan as part of Individual Performance Agreement process with Line Manager
Interface with different stakeholders – Co-ordinate with different stakeholders like (REMs, SLOs, SMs, TDMs and vendors) and discuss proactive trends in their services/regions.
Ability to quickly break down complex problems and develop effective solutions.
Proficiency in at least one of the Problem Solving Techniques: 5 Whys/Ishikawa/ Pareto Pain Value Analysis.
Decision making abilities in complex situations.
Strong knowledge of the Infrastructure processes.
Strong knowledge of Capacity and Availability management processes.
Strong knowledge of Vulnerability Management & threat protection process
The Problem Manager is responsible for:
Executing the process on a day-to-day basis, ensuring that process interfaces work efficiently and effectively.
Directly work with the vendors to investigate and identify root cause.
Training staff on problem management.
Liaising with Problem Managers within third party suppliers.
Ensuring Proactive Problem Management occurs through the use of trend analysis and Incident Record reviews
Validating and developing justifications and business cases for proposed solutions, Agreeing solution options with stakeholders
Conducting Major Incidents and Problem Reviews, and identifying lessons learnt where required
Asking the right questions to ensure permanent resolution of underlying cause of incidents.
Liaising with SLOs/REMs to proactively understand the issues/problems being faced.
Reviewing, Validating and Publishing Known errors.
Interfaces with other Service Management processes.
Reviewing process performance and driving process efficiency and effectiveness.
Creating and executing action plans to ensure continuous service and process improvement.
Creating and reviewing metrics reports and ensuring services are monitored accordingly.
Agree own development plan as part of Individual Performance Agreement process with Line Manager – ensuring required competence and skills are maintained and learning is shared with peers.
Information Security
Ensure that their workforce are aware of the information security policies and comply with them
Ensures that the team complies to ISO 27001 and IGA related requirements
Send account opening requests effectively
Disable accounts immediately for leavers and Absconders /on long leaves
Document and monitor / review access levels of his/her team
Provide security awareness and education to team
Manage Records to ensure compliance to Freedom of information act
Ensure incidents of their respective functions are closed within SLAs
Qualifications
Graduate/Post Graduate
Role specific knowledge and experience
Strong Communications Skills ( Reading and Writing ; Speaking and Listening Skills)
Technical Knowledge – Knowledge of Windows environment and Networks. Understanding of IT Infrastructure and services – Development and Analytical.
Technical Support Skills – Act as technical expert to enable appropriate service delivery. Ensures that team and suppliers act to resolve technical problems.
ITIL Service Management Foundation Certificate
ITIL Problem Management Practitioner
Analytical Thinking
Experience working in IT in the Problem Management field
Further Information
Pay Band – 7
Contract Type – Indefinite
Department/Country- GIS/ India – Noida
Closing Date (Time) – 24th May 22 (IST -23:59)
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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