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About the Role
NCR Voyix is seeking a proactive and self-motivated Senior Problem Analyst/Manager to drive effective Problem Management practices. This role involves managing the full Problem lifecycle, coordinating root cause investigations, tracking corrective actions, and supporting continual service improvement initiatives through collaboration with technical teams, service owners, vendors, and business stakeholders.
Responsibilities
- Own and manage the lifecycle of Problems through to closure.
- Facilitate root cause investigations and drive corrective actions with technical teams.
- Perform trend analysis to identify recurring issues and opportunities for service improvement.
- Maintain and govern the Known Error Database (KEDB).
- Lead and facilitate Post Incident Reviews, ensuring actions and lessons learned are captured and tracked.
- Chair Problem review meetings and provide regular updates to stakeholders.
- Produce and present Problem Management reporting, metrics, and service insights.
- Work collaboratively with internal teams, vendors, and business stakeholders to reduce service disruption and improve stability.
- Drive continual service improvement initiatives based on Problem and incident trends.
- Ensure Problem records are managed in line with agreed processes and service management best practices.
Requirements
- Exceptional communicator, a sound influencer with the ability to communicate at all levels.
- Good customer service skills, and able to proactively manage customer expectations.
- Strong time management and efficiency skills, organized and delivery focused, good planning skills, and process driven.
- Ability to work on own initiative rather than to a strict process.
- Strong presentation, facilitation, and report-writing abilities.
- A team player but with the ability to work on own and under pressure.
- Able to negotiate in difficult situations to reach a successful conclusion.
- Ability to manage and resolve conflict and able to work effectively at all levels of the organization.
- Excellent analytical and trend analysis skills.
- Ability to create and deliver clear presentations that demonstrate clear outcomes.
Skills
- IT Service Management
- Service Desk
- Problem Management
- Service Operations
- ITIL Problem Management principles
- Major incident management
- Problem management
- Vendor management
- Stakeholder management
- Software and Services environment
- Analytical skills
- Trend analysis
- Presentation skills
- Facilitation skills
- Report-writing skills
- Communication skills
- Customer service skills
- Time management skills
- Planning skills
- Negotiation skills
- Conflict resolution skills
Location
- London Chiswick
Work Type
- On-site
- 1st Shift
Experience Level
- Minimum of 3 years' experience within IT Service Management, Service Desk, Problem Management, or Service Operations.
About the Company
- NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining.
- Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes.
- NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.
Equal Opportunity
- Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.
- All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.
- NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
- We believe in understanding and respecting differences among all people.
- Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.