Technical Operations
Permanent - Full Time
Salford, GB, M50 2QH
Job Closing Date: 10/03/2025
THE ROLE
Job Reference: 19275
Band: D
Salary: Up to £55,199 depending on relevant skills, knowledge and experience. The expected salary range for this role reflects internal benchmarking and external market insights.
Location: London - Broadcasting House/Salford Dock House. This is a hybrid role and the successful candidate will balance office working with home working.
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. 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 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, mobilising cross-functional teams to determine root cause and 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
1. Manage high priority problem tickets in order to establish root cause. Ensure permanent fixes and mitigating actions are identified and implemented.
2. Mature and maintain comprehensive documentation for problem management, including operational procedures, support documentation, and knowledge articles.
3. Ensure internal and external service providers adhere to BBC problem processes and act as a point of contact for governance forums and escalations.
4. Chair regular problem management meetings with both internal and external service providers.
5. Understand and articulate technical challenges to non-technical audiences.
6. Ensure known error database and supporting knowledge articles are created and accurate.
7. Leverage appropriate data to perform trend analysis to identify patterns, resulting in identifying Problem records and areas of focus.
8. Work with the reporting team to develop comprehensive and meaningful reporting and provide commentary and insights into the data.
9. Suggest initiatives to improve the service based on findings in your role.
10. Lead major incident reviews ensuring all identified actions are implemented.
11. Produce major incident reports for senior and executive management ensuring technical findings are understandable by non-technical readers.
Are you the right candidate?
You will have the following skills:
1. Problem Management
2. Kepner Tregoe
3. Service Delivery Management
4. Executive report writing
5. ITILV4
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.
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.
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.
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