Job Details  
Advertiser: MECS Communications

Job Title: Problem Manager
Rate:£20 Per Hour
Description: Problem Manager
6 months rolling contract
20 per hour

Telco, Telecoms, Carrier, ISP, Internet Service Provider, Operator, Problem Manager, Incident Manager, Escalation Manager, Analyst, Coordinator, Co-ordinator, Root Cause Analysis, WAN, LAN, MPLS, IT, ICT, Information Technology, Ethernet, Cloud, Hosting, IPVPN, UC.

6 month contract opportunity for an IT or Telecoms Problem Manager to join an international data networks and cloud service provider to take ownership of escalations and provide root cause analysis of escalations and reoccurring issues.

The Problem Manager will ensure coordinated investigations and analysis are progressed through to completion, with identified and agreed root causes. In addition, the role facilitates the identification of underlying root causes, ensures corrective actions and eradication measures are identified and implemented to minimise the risk of future impact on our customers’ and services’ deliveries.

As a leading Telco brand, the company offers a compelling mix of Global Communications and Networked IT services to major corporate companies. This includes a product and service portfolio comprising of seamless converged network, internet & IT solutions such as; WAN, MPLS, Ethernet, VPN, UC / VoIP, Hosting, Cloud & Managed Services etc.

The Problem Manager will manage the analysis of recurrent problems through the effective co-ordination of specialist support teams and suppliers to identify root causes and corrective actions. You will identify improvements to enhance Escalation and Problem Management processes to ensure the correct information is captured to support on-going investigations, communications, case management, and performance level timeframes. Ensure all work is carried out and documented in accordance with required standards, methods and procedures and deliver against core set of Problem Management performance indicators, as well as ensuring a maintained focus on the business impact of actions and activities.

The Problem Manager will:

# Chair and facilitate post escalation review meetings
# Provide post escalation executive reports
# Provide management reports for internal customers
# Provide trend analysis reports performed in cooperation with performance analysis team
# Provide documented corrective actions, workarounds, & eradication plans.

Candidates should have some IT or telecoms problem management, indecent management, escalations management, coordination or analysis experience working for a large enterprise, IT service provider or telecoms carrier, ISP, operator or similar company.

The ideal candidate will have excellent communication and interpersonal skills – confidence and professionalism both in working with multinational project teams and management on various levels of the organisation, from technical audiences to senior management with strong stakeholder management skills.

You should possess analytical and critical thinking; decisive. innovative problem solving capability for complex issues. You will be a self-starter with a clear can-do mentality, ability to work under pressure from both customers and internal stakeholders and produces solutions that are immediately deliverable, strong commercial acumen.

Any candidates with knowledge of eTOM and ITIL, Lean and Six-sigma knowledge are highly desirable. Also any knowledge of LAN Technology (Ethernet, WiFi), WAN Access Technology (Ethernet), IP Networking, Voice Networking, Unified Comms, Cloud, Hosting or Security are also highly desirable.

MECS Comms offer a broad range of Talent Acquisition & Career Development services for a variety of commercial, executive, managerial, professional, specialist & technical disciplines across the Telecommunications, Media & Technology industries.

This vacancy is being advertised by MECS Communications Limited who operates as an Employment Agency & Employment Business. For more information or a list of current vacancies, please see our web site at
Skills Required: Telco, Telecoms, Carrier, ISP, Internet Service Provider, Operator, Problem Manager, Incident Manage
Job Type: Contract
Start Date:
Contact: Danny Nicholson Contact E-mail: Click
Contact Tel: 020 7953 8634 Contact Fax: 0871 900 5803
Reference: Prob1 Added: 28-03-2018
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