Problem Management

Role Overview: As a Problem Management - Senior Associate at BT International, your main responsibility is to ensure a positive perception of the problem management process and continuously improve the capability of problem management provided to customers. You will oversee the management of both reactive root-cause analysis (RCA) and proactive trend analysis, communicate and coordinate with concerned parties, prevent re-occurrence of incidents, and minimize the impact of incidents that cannot be prevented. Your role will involve overlooking the Known-error database. Key Responsibilities: - Ensure and monitor appropriate action is taken to anticipate, investigate, and resolve problems in systems and services - Maintain problem and task records to ensure full documentation within relevant reporting systems - Coordinate with internal Subject Matter Expert (SME) teams to assign resources for problem resolution - Work with stakeholders to prioritize problems and associated deliverables - Conduct root cause investigations, problem investigations, and manage RCA between technical teams - Follow up with SMEs to complete corrective and improvement actions defined during RCA - Analyze and report incident trend data to identify and eliminate root causes - Review problems in conjunction with service level agreements to identify issues and impacts and specify required changes - Support the development and monitor implementation progress of permanent solutions - Liaise with internal, external, and third-party suppliers as necessary - Maintain known error database with relevant solutions - Produce statistics and reports demonstrating the performance of the Problem Management process - Ensure agreed service levels are measured and monitored continuously - Contribute to the development and implementation/improvement of policies and procedures - Provide proactive activities in cooperation with other processes or functions - Raise risks and provide structured recommendations - Quality assure Problem Management output prior to publication - Comply with BT security policies, standards, baseline, and procedures - Complete all mandatory security training in a timely and successful manner Qualifications Required: - Minimum bachelor's degree and previous problem management working experience - Excellent proficiency in business English (verbal and written) - ITIL V4 Foundation certificate - ITIL v3 Intermediate / CCNA Expert preferred - Strong customer experience and support skills - Ability to manage parallel work streams effectively - Team-player attitude - Proficiency in making presentations to a wider audience - Excellent communication and customer care skills - Customer-oriented mindset - Willingness to handle tricky situations with professionalism - Commitment to strong documentation practices - Proficient in using Windows and MS Office applications Additional Company Details: BT International, a part of BT, has a purpose to keep the world connected by delivering secure connectivity and digital services to multinational businesses and organizations worldwide. With a focus on innovation and expertise, BT International offers a global experience with a diverse team that shapes how businesses succeed in a world transformed by AI. If you have the ambition to make a global impact, BT International is the place for you.,