This job is with BBC, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. Job Package Job Reference: 19120 Band: D Salary: Up to £51,750 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights. Contract type: Permanent/continuous Location: Salford or London This is a hybrid role and the successful candidate will balance office working with home working Closing Date: 20th November 2024 We're happy to discuss flexible working. Please indicate your choice under the flexible working question in the application. There is no obligation to raise this at the application stage but if you wish to do so, you are welcome to. Flexible working will be part of the discussion at offer stage. Excellent career progression - the BBC offers great opportunities for employees to seek new challenges and work in different areas of the organisation. Unrivalled training and development opportunities - our in-house Academy hosts a wide range of internal and external courses and certification. Benefits - We offer a negotiable salary package, a flexible 35-hour working week for work-life balance and 25 days annual leave with the option to buy an extra 5 days, a defined pension scheme and discounted dental, health care and gym. You can find out more about working at the BBC by selecting this link to our candidate pack. If you need to discuss adjustments or access requirements for the interview process please contact the reasonable.adjustmentsbbc.co.uk. For any general queries, please contact: bbchrbbc.co.uk. Freelancers are eligible to apply for an internal role if they are on a Worker Contract and they have worked continuously for 6 months. If they have worked for less than 6 months continuously or have a break of 3 weeks or more between engagements, they must seek Divisional HR approval to apply for an internal role prior to submitting an application. If they are unsure which contract they are on, they can speak to their booker or the HR BP, however if it helps - both a PAYE freelance or Modus Gross contract is considered a Worker contract and covered by the Worker terms found here. Job Introduction The Service Delivery and Compliance team sits at the heart of Technology Operations. We support the BBC's output by providing a range of service management functions across a broad range of technologies. What you do will have an impact on of audiences across the globe. Working closely with our digital product teams, broadcast engineers, and production teams, you will gain a unique insight into how the BBC operates behinds the scenes. As the Senior Problem Manager, you will be responsible for the application of problem management across technology divisions. You will mature the existing problem management processes through training, governance, and lead the adoption of those processes. This includes the development and maintenance of a known error database to enable efficient management of incidents, and supporting critical resourcing decisions. Preventing incidents occurring through proactive problem management is critical to providing a seamless user and audience experience, you will regularly analyse incident data to identify problems and drive immediate solutions where possible. You will also manage high priority problems, leading the investigation and diagnosis into what could be complex issues involving a range of technologies, requiring input and coordination of multiple subject matter experts. You will be lead the post incident response following high severity incidents. This will involve mobilising cross functional teams to determine root cause, capture improvements to minimise the risk of future disruptions. You will be accountable for writing a post incident report for senior stakeholders which include a non-technical overview findings and list actions identified as part of the response. Interview process Virtual interview - approx. one hour of process and values-based questions, including covering question provided in advance of interview. Interviews will commence: 2nd of December 2024 Main Responsibilities · Manage high priority problem tickets in order to establish root cause. Ensure permanent fixes and mitigating actions are identified and implemented. · Mature and maintain comprehensive documentation for problem management, including operational procedures, support documentation, and knowledge articles. · Ensure internal and external service providers adhere to BBC problem processes and act as a point of contact for governance forums and escalations. · Mature problem management processes and adherence within internal operational teams. · Chair regular problem management meetings with both internal and external service providers. · Understand and articulate technical challenges to non-technical audiences. · Ensure known error database and supporting knowledge articles are created and accurate. · Leverage appropriate data, not exclusively incident information, to perform trend analysis (cross division / service provider / technology) to identify patterns, resulting in identifying Problem records and areas of focus. · Work with the reporting team to develop comprehensive and meaningful reporting and provide commentary and insights into the data, issued on a regular basis. · Suggest initiatives to improve the service based on findings in your role. · Lead major incident reviews ensuring all identified actions as part of the review are implemented where achievable. · Produce major incident reports for senior and executive management ensuring technical findings are written in such a way that can be understood by non-technical readers. Are you the right candidate? You will have the following skills: · Problem Management · Service Management · Investigation and diagnosis · Major incident management · ITIL About the BBC The BBC is committed to redeploying employees seeking suitable alternative employment within the BBC for different reasons and they will be given priority consideration ahead of other applicants. Priority consideration means for those employees seeking redeployment their application will be considered alongside anyone else at risk of redundancy, prior to any individuals being considered who are not at risk. We don't focus simply on what we do - we also care how we do it. Our values and the way we behave are important to us. Please make sure you've read about our values and behaviours here. Diversity matters at the BBC. We have a working environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential. We want to attract the broadest range of talented people to be part of the BBC - whether that's to contribute to our programming or our wide range of non-production roles. The more diverse our workforce, the better able we are to respond to and reflect our audiences in all their diversity. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles, unless operational requirements prevent otherwise. To find out more about Diversity and Inclusion at the BBC, please click here. LI-DNI