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National Grid Problem Manager, Service Operations in Waltham, Massachusetts

About us

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

The Problem Management team is responsible for delivering robust and effective problem management across the National Grid IT Ecosystem resulting in the provision of stable and reliable IT Services to the National Grid business.

Your focus will be on ownership of assigned problems and driving a thorough business-led root cause analysis for those problems to minimize the future impact of incidents, and to identify and address contributing factors to the root cause.

In addition, there is a strong focus on proactive analysis with the intent of the Problem Management team to remove the causes of incident before they have a detrimental impact on the user experience.

Key Accountabilities

  • Lead the Root Cause Analysis (RCA) investigations across National Grid IT teams and National Grid IT Ecosystem partners to successfully identify the root causes of problems that impact National Grid IT Services.

  • Liaise with National Grid Service Owners and Customer Service Managers to identify the full business impact of problems to ensure problems are correctly prioritised and addressed.

  • Initiate and manage the RCA process with IT Ecosystem suppliers on their assigned problems and then perform weekly reviews with those partners on their assigned problems and where necessary escalate progress to the US Problem Management Lead. During these weekly reviews assess attainment of service levels and where necessary escalate supplier performance where service levels are not being met.

  • Manage through root cause analysis to identify the options for root cause removal and corrective actions to provide acceptable solutions and/or workarounds. Such options should address any people, process, logistic, and technology areas that have the potential to detrimentally impact National Grid IS Services.

  • Proactively identify problem trends and known defects and work with necessary business and technology support teams to identify options to provide improved levels of service.

  • Oversee activities required to implement corrective actions, and once completed to liaise with the Service Owner to close problems.

  • Capture information required to enable effective proactive analysis and reporting.

  • Able to produce succinct business–led problem reports and able to articulate information at an Executive level.

Problems are assigned in accordance with Georgraphy (US vs UK), knowledge of National Grid business and IT Services, experience, and current workload.

Assignments may change from time to time depending on business impact and demand.The Problem Management team operates Monday to Friday during working hours. May occasionally be asked to provide coverage outside of the working day as mandated by a specific problem and/or a particular business requirement.


  • Have a university or college degree in a relevant discipline, or an equivalent combination of education, training,and experience. A BS/BA degree or higher in a technical discipline in the US, or the UK equivalent;Have at least 5 years of experience in a senior role in the service integration or the service delivery of complex technical environments involving primarily outsourced service providers;Have at least 5 years of experience providing operational problem management in the delivery and management of global large scale IT Services;Have at least 5 years working in a role that has required strong analytic and diagnostic skills and attention to detail;Be able to demonstrate the ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand;Be able to demonstrate an ability to work collaboratively with colleagues and suppliers in other time zones;Be able to evidence a process-orientated approach and strong customer service skills;Be able to demonstrate the ability to achieve objectives via influencing others;Possess relevant industry and professional certifications (e.g. ITIL, Kepner Tregoe)

More Information

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

_ National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team. _