Incident/problem Manager

2 weeks ago

Rosebank, Western Cape, South Africa Blue Ocean IT Services Full time

To provide the IT department with an Incident & Problem function with the increasing requirement to co-ordinate identification, resolution and communications relating to failures impacting IT services.

The company is increasingly reliant on its IT to deliver its mission and the Incident and Problem management role is a key part in maintaining the service levels the business areas expect.


Main Responsibilities:


Develop, mature and manage the Incident & Problem Management processes as well as conduct regular reviews and audits of the processes.


  • Chair post incident review meetings to manage technical investigations and identify root cause, along with follow up reviews as appropriate.
  • Coordinate technical teams and manage resources as appropriate to expedite investigations.
  • Provide effective communications across the business during a Major Incident.
  • Ensure that IT incidents (specifically major incidents
  • P1 and P2) are resolved as quickly as possible and minimise any adverse impact to business partners and their operations.
  • Ensure that all IT teams are fully aware of and follow the agreed incident and problem management processes.
  • Ensure that OLAs & SLAs are maintained and drive the appropriate actions to safeguard service.
  • Analyse and report on incident trend data to identify and eliminate root cause(s).
  • Review and instigate (where and when appropriate) changes to support processes to contribute to continuous service improvement of incident and problem management.
  • Produce management information, including reports and KPIs as required.

Job Types:
Full-time, Permanent

Salary:
R40, R55,000.00 per month

Experience:

  • Incident/
Problem Management: 5 years (required)

  • Power BI: 4 years (required)

License/Certification:

  • ITIL 4 Foundation (required)
  • ServiceNow ITSM (required)

Ability to Commute:

  • Rosebank, Gauteng (required)

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