Problem Manager at Creative ITC in London, England, GB

You will be part of our UK multidisciplinary technical services team and will respond to a variety of incidents and service requests across End User Support, Storage, Network, Virtualisation, Back, DR, and Microsoft technologies.

The Problem Manager will have an immediate impact on the business by identifying and troubleshooting recurring alerts and incidents affecting the enterprise infrastructure and key customers.

An analytically minded engineer with broad technical skills, able to identify recurrence and independently verify the root cause of a wide range of issues, from capacity and access to patching and configuration.

The problem manager will focus on improving the signal-to-noise ratio in monitoring services and enhancing customer experience by quickly providing root-cause remedies. Success will be measured by direct impact on ticket volumes.

EDUCATION AND EXPERIENCE

Mandatory

· Proven experience optimising problem management in ITIL-aligned service desks.

· Experience working with Autotask, Solarwinds and NinjaOne.

· Working knowledge of cloud, modern workplace, virtualisation, networking and security technologies.

Preferred

· Relevant certifications (ITIL or equivalent).

KEY JOB ELEMENTS

Responsibilities and Accountabilities

Problem Identification & Root Cause Analysis

· Continuously analyse incident and alert trends to identify recurring issues across infrastructure, platforms, applications, and customer environments.

· Detect anomalies, repetitive failures, capacity constraints, misconfigurations, and access/policy-related issues.

· Perform independent technical investigations to validate suspected root causes without waiting for SME input.

· Establish accurate problem statements and document confirmed root causes using structured techniques

Drive Long-Term Remediation

· Formally request fixes with the relevant SME engineering teams.

· Clearly articulate the impact of each issue, including customer experience degradation, operational load and risk.

· Track remediation requests to closure, ensuring accountability and follow-through.

· Validate that the delivered fix actually resolves the underlying issue and eliminates recurrence.

Align around operational outcomes

· Identify noisy or non-actionable alerts and raise recommendations for tuning, suppression, or automation.

· Improve mean time to detect (MTTD) and mean time between failures (MTBF) by improving alert quality.

· Reduce the volume of customer-impacting incidents through proactive problem resolution.

· Collaborate with SDMs to report on customer pain points, recurring issues, and fixes in progress.

· Ensure customers see tangible improvements in stability and reliability.

PERSON SPECIFICATION

· Brau Technical Acumen: across infrastructure, cloud, networking, security, and applications.

· Technical Communication: Able to clearly communicate the impact of underlying technical issues on daily operations.

· Analytical Problem Solver: Strong capability to interpret complex relationships, dependencies, and service impacts in high volumes of structured and unstructured data.

· Attention to Detail: Maintains exceptionally high standards of data quality, accuracy, and documentation.

· Collaboration: Works seamlessly with cross‑functional teams across the business and with external vendors.

· Self‑Motivated & Adaptable: Able to independently drive improvements and adapt to evolving tooling and operational strategy.

Other Requirements:

· Ability to work in a fast-paced, dynamic environment, managing multiple tasks effectively.

· Proactive attitude with a strong focus on continuous improvement and efficiency.

· A willingness to undertake training and professional development, including certifications, to keep up with technological advancements.