Problem Management Lead

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. 

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. 

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

Problem Management Lead – Edenred

Swindon - Hybrid

Do you thrive in fast-paced environments and enjoy tackling complex problems? Are you a natural leader with a passion for building high-performing teams?

If so, then this Problem Management Lead role at Edenred could be perfect for you!

About Edenred

Edenred is a leading provider of pre-paid corporate payment solutions, connecting businesses with a network of merchants and service providers. They operate in 46 countries and serve over 85 million users.

About the Role

To be part of a larger team who collectively deliver a world class seamless 24/7 IT Service Operation support, by effective system monitoring and providing a professional and highly engaged, technically able, workforce. 

Using tools, techniques, and initiative to achieve best in class service.

Ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU function.

Working within strict SLA timelines means restoration of service is a priority, short-term workaround solutions can be required if the longer-term solutions need to be developed, Problem Management is there to protect clients from any known issues.

Lead from the front on all technologies consumed and used by PayTech

The establishment of root cause from any unplanned outage/complex IT failure 

Train, coach, and mentor peers and the wider Frontline workforce to ensure the effective working of the entire SOPs team. 

Key Responsibilities:

• Help to Build, manage and own the problem management process in accordance with the business & client needs.
• Operate as the senior team member in charge in the absence of the Problem Manager.
• Step up and take the lead position on executing the end-to-end post-mortem including actioning all of the lessons learnt tasks. 
• Identify and classify Problems and their root cause, ensuring a timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.
• Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems
• Help to define and implement criteria and procedures to report problems identified, including problem classification categorization and prioritization
• Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes.
• Perform proactive problem management, collect, and analyse operational data (especially incident and change records) to identify emerging trends that may indicate problems.
• Participate in and assist with the facilitation of ad-hoc and recurring meetings pertaining to problem management and process related gaps.
• Help develop, measure, and analyse the Critical Success Factors and Key Performance Indicators and generate metrics reports.
• Help to develop various procedures for effective implementation of all processing activities.
• Coordinate with internal management and provide consultation to all process services.
• Help to support and develop your team to achieve the highest level of client service and satisfaction.
• Help to assess and build action/development plans for current & future technology knowledge & skills that are required for you and your team to succeed in Service Delivery.
• Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance from your team and each team member, whilst also committing to the adherence of the client SLA.
• Proactively identify any potential disruption to any or all products & services for our clients.
• Manage client escalations during shift, as well as ensuring your entire team regularly communicates internally and externally on all issues and live tickets. 
• Resolve a range of complex issues quickly and smoothly, taking ownership for all tickets, including longer-term issues, through to successful resolution and with a primary goal of identifying the Root Cause so that reported problems will not reoccur.

Your Skills and Experience:

Essential Skills

• Demonstratable experience of leadership
• Demonstratable problem solving and ownership skills
• SQL – Experience in writing and using SQL queries
• Unix – Ability to navigate file system and interrogate/edit files
• Java – Ability to read Java code 
• Experience in the definition and design of complex solutions
• Experience in building and selling business cases for complex projects
• Proven experience in client relationship management
• Proven ability to build high performing teams
• Degree or equivalent in a computer science or a scientific/technical discipline
• Fluent English
• MS Office

Desirable knowledge/experience

• AppDynamics
• Jira/Jira Service Desk
• Confluence
• OpsGenie
• Citrix

Personal attributes

• Client focused
• Eye for detail and led by data
• Selflessness support of others
• Coaching & Mentoring with the ability to influence others
• Innovative and Open with a willingness for change
• Dedication & tenacity to own and drive a better outcome
• Excellent, professional communication skills written and oral
• Ability to prioritise in a dynamic and fast paced environment
• A self-starter who is motivated to improve
• Flexible and Adaptable and leads by example
• Comfortable with handling confidential/sensitive data

Benefits of Working at Edenred

• Competitive salary and benefits package
• Opportunity to work in a fast-paced and dynamic environment
• Be part of a growing and international company
• Make a real difference to the success of the organisation

Diversity:

Edenred UK and PPS are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local law

Apply now and Vibe with Us!