Lead Problem Analyst/Problem Manager

Are you the kind of IT professional who loves getting to the root cause rather than putting out the same fires every week?We''re looking for a Lead Problem Analyst/Problem Manager to take ownership of major incidents, known errors, recurring issues and system wide problems driving stability, performance, and continuous improvement across a modern, cloud centric IT environment. This is a hands-on, high impact role within a forward-thinking organisation that invests heavily in technology, automation and service excellence.As our Lead Problem Analyst/Problem Manager, you will:Own and lead Problem Management and Known Error activities within SLA and KPI timeframes. Act as a 2nd/3rd-line escalation point for technical service issues whilst adhering to change and configuration management processes.Troubleshoot application specific, hardware, and endpoint problems.Provide support across Windows, Azure Virtual Desktop, Office 365, Active Directory/AAD, as part of problem management activities. Design automation to improve processes and reduce recurring incidents.Maintain and update the internal Knowledge Base for Problems, Known Errors and Workarounds.Support end-user computing (EU devices, mobile, printers) as part of problem investigations. Working closely with the Head of Technical Services and wider IT teams to drive operational excellence. If you''re driven by solving complex issues, improving systems, creating lasting stability, and possess a combination of the following ..... full job details .....