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Problem Manager

4 months ago

Johannesburg, South Africa EQ Plus Full time
Duties:
  • Maintain Known Error database
  • Problem management reporting and metrics
  • Drive the process the adherence during any Incident Problem Handling
  • Participate in the Incidents to ensure that all parties contribute to the permanent resolution.
  • Coordinate between multiple support teams and with vendors to delivery incident problem resolution.
  • Validate the Incident Problem Report for the appropriate update and ensure that the RCA is delivered as required
  • Inform the respective owners on the open incidents
  • Validate the impact on the incident and update customer on the further action
  • Approve solution propagation activities and results of Root Cause Analysis
  • Assist work groups in prioritizing workload to meet service level commitments
REQUIREMENTS:
  • A bachelor's degree in computer science, or a related technical field
  • At least 5 years + of experience in problem management or related roles, such as project manager, or incident manager.
  • Business, leadership, and analytical skills
  • ITIL 4 Certifications
  • Other related certifications.