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Job Details




Belfast, Northern Ireland

Closing Date

2019-11-12 00:00:00


Problem Manager

  • Title: Problem Manager

    Ref: 11/5/PM

    Think Technology- Think Allstate

    We build solutions that touch 16 million customers on a daily basis. 

    You will work alongside people as passionate as you, focused on delivering the best possible user experiences.

    You will work in a highly collaborative environment primed to adapt to an ever-changing landscape and which places technology solutions at its core.

    You will thrive, you will think differently, you will challenge convention and have the freedom to act with integrity, intention and speed; you will be at the forefront of developing capabilities in support of Allstate’s global business model; you will deliver results and you will leave things better than you found them. 



    Job Description

    Allstate Northern Ireland has an established Production Operations Centre in Belfast, India and Chicago. It comprises Major Incident Management (ECC), Network Operations Centre (NOC) and Problem Management. The ECC is the central monitoring facility for the Allstate Enterprise, monitoring the majority of Tier 0-4 applications across the enterprise, with a focus on detection and remediation of issues before they impact service. The ECC’s other primary role is to manage large scale, and complex Major Incidents, with a driver to resolution as quickly as possible.  The NOC provides 24x7 support of core infrastructure platforms including Storage, Network, Voice, Windows, Unix, and VMware.

     The Team Manager will have responsibility for management and support of the Enterprise Problem Management team and provide support for daily operations of the Production Operations Centre.  They will be accountable for the delivery of Problem Management for all Major Problems resulting from Major Incidents.  This includes the coordination of root cause investigation of Major Incidents as well as Non-impacting across all technology areas in the company and facilitating effective solutions are implemented to prevent reoccurrence.

    As a member of the Production Operations Leadership team, the Team Manager will also provide backup to other leaders regarding daily operations and provide support in “all hands-on deck” major outages. 

    Responsibilities include (but aren't limited to):

    • Delivery Leadership of an established Enterprise Problem Management team with resources located in US, India, and Belfast.
    • Oversight of all Enterprise Problem Management activities to ensure accurate and expedient problem resolution to minimize the risk of reoccurring incidents and improve overall availability. 
    • Independently address obstacles preventing successful problem management execution including escalation to other technology leaders at multiple levels.
    • Preparation of a weekly executive summary report of all active Major Problems for a weekly Officer Review meeting.
    • Identify and implement Problem Management process improvements to drive improved results and improved data quality for reporting
    • Perform trend analysis of major problems to identify strategic areas of investment to improve availability
    • Partnering with the Enterprise Reporting team to improve reporting related to Major Problems.
    • Advocate of outstanding customer service and satisfaction to all Business Units.
    • Always Provide support and motivation remaining positive in the face of adversity.
    • Managing schedules and workloads, coordinating delegated tasks and projects.
    • Performance Management of the team.
    • Application of experience and knowledge to coach and mentor team members on personal development.

    Essential Criteria

    • Must be an EU citizen or possess a current UK Tier 1 Visa or Tier 2 visa and eligible to take up full time, permanent employment. EU candidates must also demonstrate they are eligible to take up UK employment post-Brexit.
    • Must have 5+ years problem management experience with 1+year experience leading and/or managing a team.
    • Be highly organized and methodical; and
    • Demonstrate strong problem-solving ability; and
    • Excellent and high-quality communication skills to varied technical/non-technical and Officer Level groups – both verbal and written, with an attention to detail; and
    • demonstrable understanding of ITSM processes and procedures; with a focus on Problem, Incident and Change.

    Desirable Criteria

    • ITIL Foundation certified.
    • Working experience of ITSM processes, Problem Management preferred.
    • Experience with root cause analysis methodologies (5 Whys, Kepner-Tregoe, etc.).
    • Experience in Production Support role – either infrastructure or application based. 

    Apply Here:

    Closing Date:  Tuesday 12th November 2019 

    Statement on Fair Employment and Equal Opportunities:

    Allstate NI wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability.

    We are an equal opportunities employer. We welcome applications from all suitably qualified persons. However, as women are currently under-represented in our workforce, we would particularly welcome applications from women. All appointments will be made on merit.

    Applicants should note Allstate NI complete AccessNI background checks on all candidates offered a position.

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Applications processed via employer's online application form