Problem Manager

WPP IT provides IT services for WPP, the world’s largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world’s most creative brands.

Why we're hiring:

The Problem Manager is responsible for leading and managing the resolution of significant incidents and problems within the IT environment. The role includes managing the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner, and that correct and adequate workaround solutions and/or permanent fixes are made available to the business.

What you'll be doing:

• Lead and manage the resolution of significant incidents and problems within the IT environment
• Manage the problem investigation process, ensuring that problems are correctly identified and resolved in a timely manner
• Ensure that correct and adequate workaround solutions and/or permanent fixes are made available to the business
• Monitoring the effectiveness of problem management processes and making recommendations for improvement
• Initiate investigations to resolve potential service interruptions and those caused by incidents
• Lead post mortem investigations into high impact failures
• Participate in problem reviews, root cause analysis and trend analysis
• Collaborate with Incident Management to provide root cause analysis and restore service(s)
• Provide key input into Service Operations’ strategy and be responsible for identification and implementation of continuous improvement opportunities

What you'll need:

• Bachelor's degree in computer science, engineering or related field
• Completed training in Azure/AWS/GCP Fundamentals
• Understanding of Enterprise IT management frameworks (e.g. ITIL v4 processes)
• 3-4 years experience in IT operations, support or management
• Experience leading and managing teams
• Experience with incident and problem management processes and tools
• Strong analytical and problem-solving skills
• Excellent communications and interpersonal skills
• Ability to work effectively under pressure and meet deadlines
• A keen interest in new technologies and willingness to research and self-study to keep technical skills relevant
• Skilled in building a strong rapport with customer and internal support teams in a managed services environment

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

If this role hasn’t captured your interest, that’s ok! Would you consider sharing your opinion?
  
At WPP, we’re always trying to improve our hiring process, so your feedback is appreciated. Don’t worry, all responses will not influence any future applications that you may make. 

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