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Director, Problem Management (002145) in London at Inmarsat

Date Posted: 7/13/2018

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Job Description

Primary role purpose:

The Service Assurance division does provide best in class network services where the service performance is continually being improved. Problem Management is an integral function of Service Assurance which ensures that identified problems are properly tracked and brought to timely resolution, following the correct process and proper quality standard. 

The Director of Problem Management is responsible for the development and
ongoing operation of the Service Problem Management function, the definition of the Problem Management methodology, policies, processes, operational templates and working practices aligned with the industry best practice framework (ITIL) and for the promotion of Problem Management understanding across the organisation.

Primary role purpose include:

Manage Problems, to ensure that problems are diagnosed, logged and escalated to appropriate and consistent quality standards, meeting agreed SLAs; co-ordinate within the Service Assurance division (Network Systems Management, Service Performance Analysis, Network Experts, etc.) and across the organisation (Customer Service, Business Units, Network Operations, Product Group, etc.) to ensure accurate and appropriate communications during Problems investigation and resolution.

Produce trend analysis and statistics of recurring Problems: extract trends on Problem types, Service types,  Customer types, key problem areas, hardware types etc.; hold regular meetings within Service Assurance division to review recurring Problems and press for final resolutions, or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.

Deliver and manage high standard communications across internal stakeholders (and customers) to ensure that Problems are dealt with properly, based on customers’ needs, and priorities are agreed by the key stakeholders, providing regular communications to Stakeholders/Customers across the organisation; provide a practical representation of the Customer’s view within Service Assurance division, highlighting problems priorities and urgency; attend meetings with BUs and Customer Services; review SLA performance.

The role requires a considerable amount of teamwork and influencing skills to bring together many parts of the business to progress resolution of complex issues. The management of stakeholders at all levels of the business is expected, including senior management.

The role interfaces into the Technical Design and Development teams, Business Units, Customer Support team, our Service Partners, Network Operations and our Technology Suppliers. The Director of Problem Management will need to work cross-functionally with business owners, stakeholders, technical experts, non-technical teams as well as IT and Operations domains: it will require close working with the Technical Teams in Core, RAN, IT, Test and Operations.

Job Requirements

Key Responsibilities:

Identify trends and potential problem sources (by reviewing Incident and Problem analysis);

Follow up issues and progress with problem owners where necessary;

Review the efficiency and effectiveness of the Problem control process;

Monitor the effectiveness of error control and makes recommendations for improvements;

Maintain inventory of problems under analysis and their current progress and status;

Produce Problem Management reports and management information;

Coordinate meetings to resolve problems;

Coordinate efforts of all Problem Analysts (including suppliers and external teams), to ensure timely resolution of problems;

Prevent recurrence of issues by identifying root cause and driving fix;

Work with internal technical teams and external stakeholders;

Drive problems towards root cause identification and permanent fix;

Chair Problem Review meeting with stakeholders;

Contribute to knowledge base on known problem reviews;

Produce lessons-learned reports and ensures improvements are completed;

Need to have innovative approach as problems are unique and need to use different Root Cause Analysis techniques.


Essential Knowledge and Skills:

At least 15 years in Incident & Problem Management experience;

Very good understanding, awareness of the ITIL Problem Management process and procedures;

Work experience with ServiceNow and Jira;

Experience of working with busy 2nd and 3rd level Incident/Problem troubleshooting teams in a problem manager role;

Good organisational skills plus the ability to motivate people across the organisation to provides solutions, feedback and updates on problems being investigated;

Strong individual with the ability to communicate and negotiate at all levels;

Good interpersonal, communication and presentation skills;

Experience of working in a large organisation;

Preferably educated to degree level or equivalent.


Desirable Knowledge and Skills:

Skills and knowledge of Radio Access Technologies;

Mobile Core and Radio architecture (3G/4G);

Mobile Network Service Control layer and Messaging (3G/4G);

Traffic Enforcement/Management Solutions;

IP Networking and Security.


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