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IT Problem Manager

Job Level:  Professional
Location: 

Bournemouth, ENG, GB, BH1 2NF

Available until:  10/20/2022
Area of Expertise:  IT & Tech Engineering
Unit:  Allianz Technology
Employing Entity:  Allianz Technology SE UK Branch
Job Type:  Full-Time
Remote Job:  Hybrid working
Employment Type:  Permanent
ID:  14497

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.

 

 

The IT Problem Manager Team are responsible for the day-to-day delivery of IT Service and to prevent future IT system failures. 

You will be responsible for reviewing incident and problem trend analysis, proactively looking at opportunities to mitigate incident reoccurrence and drive continual service improvement.

The role involves significant reporting and relationship management activity. It is a primary service interface with multiple stakeholders both within the business and IT.

Key responsibilities include:

  • Ensuring the impact of problems is minimised through effective problem detection, root cause analysis, implementation of workarounds, recording of known errors and problem resolution.
  • Assess incident impact and facilitate regular root cause reviews for high priority incidents and document the output via the RCA process. You will be accountable for the tracking and delivery of all actions identified through this process.
  • Establish and foster relationships with multiple stakeholders at all levels within AZT as well as the rest of LV= ensuring senior stakeholder buy-in to the problem management function is fully established.  
  • Be responsible for protecting production services through appropriate risk management activity, ensuring alignment to relevant business and group risk taxonomies as well as ensuring appropriate governance is in place surrounding third party suppliers.  
  • Develop, implement and continually improve problem management processes and procedures based on ITIL.
  • Develop and deliver Service Improvement Plans (SIP) and Continuous Improvement Programs (CIP) where appropriate. Drive the service management culture through IT services and the business.
  • Engage with IT teams, project sponsors and subject matter experts on key projects and changes, representing the problem management function at meetings when required.
  • Provide regular status and progress reports to key stakeholders and participate in IT service review meetings when required.

 

Skills and Experience required:

  • Excellent communication and interpersonal skills. 
  • Strong analytical skills, ideally including familiarity with tools and techniques such as “5 whys”, Systems Thinking, Six-sigma and Kaisen.  

•    Ability to present summary level information that is accurate and relevant. 

•    Ability to manage the customer relationship and meet customer expectations.

•    Strong knowledge and understanding of core technologies (UNIX, Linux, Windows, Networking, App Support). 

•    Confidence in dealing with ambiguity and the ability to translate business requirements into the technical IT teams and vice versa. 

•    The ability to work alone as required and also as part of a team and to remain calm under pressure.

•    The ability to liaise with senior members of staff up to Exec Level.

•    High quality personal presentation skills.

•    Strong influencing skills.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 


We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.