Problem Coordinator

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. 

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. 

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Problem Coordinator

Hybrid - Swindon

Competitive salary + benefits & bonus

To be part of a larger team who collectively deliver a world class seamless 24/7 IT Service Operation support, by effective system monitoring and providing a professional and highly engaged, technically able, workforce. Using tools, techniques, and initiative to achieve best in class service.

Ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU function.

Working within strict SLA timelines mean restoration of service is a priority, short term workaround solutions can be required if the longer-term solutions need to be developed, Problem Management is there to protect clients from any known issues.

Lead from the front on all technologies consumed and used by PPS The establishment of root cause from any unplanned outage/complex IT failure Train, coach, and mentor peers and the wider Frontline workforce to ensure the effective working of the entire SOPs team.

What you will be doing:

• Follow-up on corrective actions & action items to ensure that all appropriate tasks are completed
• Record all known errors in the Known Errors database
• Partake in Post Incident reports for all Major Incidents to senior IT leaders, and publish externally within 1weekof the service restoration
• Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations
• Lead Problem Management investigations with technical subject matter expert
• Responsible for the prevention of recurring incidents by determining true root cause, and driving implementation of corrective actions
• Deliver results of the problem investigation to stakeholders
• Prevent problems and eliminate recurring incidents proactively through trend analysis within incident/alerting/trending data sources
• Performance gathering, analysis, documentation, and validation of business and technical needs using interviews, workshops, modelling techniques
• Consults with subject matter experts and project team members to identify and document potential business and technology solutions

What we need from you:

Essential Skills:

• Must be able to work independently on complex projects
• Professionally skilled in verbal and written communication skills
• A minimum experience of 2+ years in ITIL Service Operations with focus on Problem Management
• Excellent communication skills and good command over written & spoken English
• Data driven
• Analytical
• Attention to detail
• Work under pressure and to deadlines
• Continuous Service Improvement mindset

Desirable knowledge/experience

• •BI Tools –Ideally PowerBI or EazyBI
• •Software Development Cycles
• •Jira/Jira Service Desk
• •Confluence
• •Excel

Why Edenred PayTech?

We are a subsidiary of the Edenred group and leaders in prepaid solutions including banking, virtual cards, debit, credit, and prepaid processing.

As a PPS employee you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.

What you will get:

• 25 days annual leave plus Bank Holidays
• Hybrid working environment with a 3 days per week in the office
• Income protection
• Life insurance (4x salary)
• Wellbeing Employee Assistance Program (extended access to family members)
• Employee discount shopping platform
• Digital learning platform
• Complimentary fruit and other ‘in office’ snacks & refreshments
• Volunteering programme
• Social events
• Pension Scheme – employer 6% with minimum employee contribution 3%
• Discretionary bonus scheme based on company and personal performance
• Holiday trading scheme (buy or sell up to 5 days)
• Medical & international travel cover (leisure and action sports)
• Monthly gym allowance
• Employee referral bonus scheme
• Season ticket loan
• Cycle to Work scheme

Diversity:

Edenred UK and PPS are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.

Apply now and Vibe with Us!