Jobs at TSB – IT Problem Controller

Job Description:

The Problem Controller will assist in administering processes that aim to minimise any adverse impact on business operations, ensuring that agreed levels of service quality are maintained through the effective management of problem records and associated activities.

This role is to maintain, and support activities related to the identification and classification of problems, root cause analysis and resolution of problems, including the formulation of recommendations for improvement, maintenance of problem records, and review of the status of corrective actions. This role is responsible for the undertaking and management of specified administrative BAU tasks, aligned to defined Problem controls, with the ability to provide the data required to satisfy audit requests.

Job Responsibilities:

• Investigate open/pending/closed problems for solutions, if known, to respond to Active Risk Management (ARM) requests, queries and update problem reports
• Maintaining the Known Error Database (KEDB) to assist with future incident and problem investigations and diagnosis
• Work in tandem with the Service Level & Reporting team to perform trend analysis and run the bank reporting obligations
• Ability to review all recurring issue trends from Resolver teams
• Work with Service Managers / Business Relationship Managers to establish recurring issue resolution teams with the business
• To follow ‘Terms of Reference’ to deliver permanent fixes as part of Recurring Incident Resolution activities

Job Requirements:

• Be a Team Player who is a good collaborator, demonstrates communication skills, and has skills in problem solving and information gathering
• Increase visibility and communication of problems to business and IT support staff via ServiceNow Dashboards
• Assist, review and improve processes and the underlying IT controls and ensure they are understood, embedded and operating in line with the agreed design
• Take care of all the Information Technology aspects of the Bank, covering the whole range of areas within IT, from Infrastructure & Architecture to Digital Transformation & Innovation
• Have a keen interest in IT with the ability to follow pre-defined processes
• Have the ability to learn about IT systems and has experience of the ITIL methodology in a working environment. Advantageous to have any common skills within: O365, Excel, SharePoint, Teams, Power Point, Basic computer skills, or the ability to navigate through internal websites using Edge

Job Details:

Company:  TSB Bank

Vacancy Type:  Full Time

Job Location: Sunderland, England, UK

Application Deadline: N/A

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