IT Incident and Problem Specialist C

2 weeks ago

Randburg, Gauteng, South Africa FirstRand Full time
About us, purpose, experience and qualifications

about us:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

purpose:

  • To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintained

experience and qualifications:

  • Minimum Qualification
  • Relevant Diploma in any IT related field


 Preferred Qualification
  • Relevant Degree in any IT related field
  • Experience 3 to 5 years experience in a similar environment
    additional requirements:
  • Extensive experience in areas of IT Technical support, especially end-user support
  • Ability to translate technical speak to business or non-IT stakeholders
  • Ability to collaborate with other IT support functions in the bank
  • Co-ordinate operational project tasks affecting end-user support
  • Receive SLA and QA reports from Service desk to help drive improvement initiatives
  • Be the customer advocate for end user technology and business areas by being a point of escalation and feed into incident management
  • Assist with new deployments, moves and migrations and assist with change management and co ordination
  • Update standard operating procedures on a regular basis and manage the service catalog
  • Assist with business comms to reach internal business units
  • Receive feedback from SLA reviews and action business requirements

responsibilities:

  • Deliver internal and external customer service excellence through adherence to quality service standards
  • Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
  • Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs
  • Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
  • Continuously assess own performance, seek timely and clear feedback and request training where appropriate
  • Compile reports that track progress and guide business to make informed decisions
  • Ensure compliance to legislative and audit requirements and adherence to relevant processes
  • Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environment
  • Investigate and analyse all recorded incidents to determine the underlying causes thus enabling appropriate and timely recovery and resolution
  • Responsible for decisions related to prioritisation and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritisation
  • Identify incidents and problems, and analyse and recommend service improvement plans with the possible solutions obtained from technical teams
  • Design, maintain and review the efficiency and effectiveness of the incidents and problem management processes

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