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Technical Operations
Contract Type: Permanent - Full Time
Location: Salford, GB, M50 2QH or London, GB, W1A 1AA
Job Closing Date: 20/11/2024
THE ROLE
Job Reference: 19120
Band: D
Salary: Up to £51,750 depending on relevant skills, knowledge and experience.
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.
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 our 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 behind 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 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 includes a non-technical overview of findings and a list of actions identified as part of the response.
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 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.
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.
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.
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.
DISCLAIMER
This job description is a written statement of the essential characteristics of the job, with its principal accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory level of performance. This is not intended to be a complete, detailed account of all aspects of the duties involved.
BBC Group and Public Services, Broadcasting House, Portland Place, London, United Kingdom, W1A 1AA. BBC Studios Distribution Limited, company no: 01420028, registered address: 1 Television Centre, 101 Wood Lane, London, United Kingdom W12 7FA.
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