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Global Problem Manager

Location: Brooklyn
Posted on: January 27, 2023

Job Description:

About us
National Grid is hiring a Global Problem Manager for our Global Problem Management team. This role can be based out of MA or NY.

National Grid is one of the largest investor-owned energy companies in the world - covering Massachusetts, New York, Rhode Island and the UK. We are at the heart of one of the greatest challenges facing our society, delivering clean energy to support our world long into the future. Every day we work with stakeholders to promote the development and implementation of sustainable, innovative and affordable energy solutions.

Job Purpose
The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IS Ecosystem resulting in the provision of stable and reliable IS Services to the National Grid business.

The Problem Manager role will be focused on owning all problem tickets through to satisfactory resolution within SLA and to prevent the reoccurrence of incidents.

The Problem Management team predominantly work Monday to Friday during normal working hours but may also be asked to provide support outside of the working day as required by the Global Head of Change & Problem Management.

Assignments may change from time to time depending on business impact and demand.

Key Accountabilities

  • Own and manage the investigation of all problem tickets throughout the problem lifecycle for reactive P1/P2 problems (major incidents) and reactive P3/P4 problems
  • Conduct Problem Investigation Review meetings
  • Identify and communicate known errors and workarounds
  • Ensure problems are mitigated quickly to prevent recurrence
  • Ensure Root Cause Analysis reports are produced within SLA
  • Ensure Corrective Actions are identified and implemented within agreed timelines
  • Ensure that post-implementation monitoring is conducted before resolving the ticket
  • Maintain data accuracy and completeness of all problem tickets within ServiceNow
  • Ensure timely and appropriate communication with all stakeholders
  • Ensure compliance with established Problem Management policy, processes, and procedures
  • Work with Problem Management team to identify and implement continual service improvements that add value to the business and the customer experience
  • Ensure effective communication, to work collaboratively with relevant parts of the business, and that knowledge and best practice is shared to optimize performance
  • To develop and use a range of performance measures to regularly monitor the effectiveness and efficiency of problem management
  • Production of relevant and useful management information
  • Be the focal point for all problem management questions or issues

    • 5+ years of experience in a problem management role in large organization
    • Strong working knowledge of industry recognized problem management techniques (e.g. Kepner-Tregoe, 5 Why's, etc)
    • Able to demonstrate the ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand
    • Able to demonstrate an ability to work collaboratively with stakeholders and suppliers including those in other time zones
    • Able to work to agreed timescales and SLA's
    • Experience of chairing Problem Investigation Review meetings
    • Good working knowledge of data analysis techniques
    • Good working knowledge of standard reporting tools and techniques
    • Good working knowledge of the ServiceNow ITSM tool
    • Possess relevant industry and professional certifications (e.g. ITIL Foundation v4, COBIT, etc)
    • Able to demonstrate the ability to achieve objectives under pressure
    • Combination of education, training, and experience to degree level or higher in a technical and / or analysis discipline

      More Information


      $74,000 - $90,000 a year

      This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

      National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

Keywords: NATIONAL GRID CO USA (NE POWER), New York , Global Problem Manager, Executive , Brooklyn, New York

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