Problem and Escalation Manager

2 days ago

Johannesburg, South Africa Dimension Data Full time

The Problem Management Analyst takes responsibility for researching the root causes of incidents, providing temporary solutions (Workarounds), and developing final solutions for known errors. The individual in this position engages in proactive problem management by analyzing trends or historical data of incidents and services.

**Key Areas**
- Plans, performs, and implements process improvement initiatives (such as Lean or Six Sigma). Diagrams and evaluates existing processes.
- Organizes, leads, and facilitates cross-functional project teams. Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities. Collects data to identify root cause of problems.
- Measures performance against process requirements. Aligns improvement to performance shortfalls. Provides consultation on the use of re-engineering techniques to improve process performance and product quality.
- May deliver presentations and training courses including measurement, analysis, improvement, and control. Surveys and analyzes best practices for techniques and processes.
- Communicates team progress. Performs cost and benefit analyses.

**Key Roles and Responsibilities**:

- Accountable for managing the lifecycle of all problems.
- Routinely monitors logged incidents by category within a specific time frame to identify potential problems.
- Responsible for facilitating the resolution of major incidents and facilitating the identification of root cause for major problems.
- Ensure the prevention of incidents and be responsible for minimizing the impact of unavoidable incidents.
- Work with incident management colleagues to ensure that temporary solutions (workarounds) are available.
- Use information from historical incidents, analyzing these to develop final solutions for known errors.
- Performs trend analysis of important services or historical incidents and maintains a Known Error database containing all problems and workarounds.
- Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.
- Determine if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.
- Identify and resolve potential problems before they become incidents.
- Record the problem description, priority, and severity and assign the associated configuration items to the problem record ensuring that links to the incident are made to the problem record.
- Classify and assign problems for resolution by determining the resource requirements and liaising with either internal or external resources (service provider) to ensure resolution of the problem.
- Investigate and diagnose the root causes of a problem and identify and validate possible solutions and develop a solution document.
- Evaluate incidents and configuration items to identify problems by analyzing incident data for recurring incidents, incident data for incidents that do not match existing problems, and the IT infrastructure for problems that could lead to incidents.

**Knowledge, Skills, and Attributes**:

- Good understanding of the business needs and expectations
- Solid understanding of the basics of the technical aspects of problems
- Critical-thinking and root-cause-analysis skills
- Problem-solving skills
- Ability to analyze statistical data
- Ability to think critically about the issues at hand
- Ability to foster deep collaboration with incident and change management functions and working relationships with a variety of internal and external stakeholders
- Strong ICT Services Management skills and knowledge and solid ITIL skills
- Strong oral and written communication skills; including the ability to proficiently facilitate meetings and conduct briefings
- A good understanding of ITSM toolsets to support and facilitate problem management

**Academic Qualifications and Certifications**:

- Bachelor's Degree in Computer Science or Information Technology or related
- ITIL certification
- OSA certification

**Required Experience**:

- Demonstrated experience in IT Service Management / Operational environment
- Demonstrated experience working with ITSM toolsets required to enable proactive problem management
- Significant incident and problem management experience
- Experience in managing processes within an ITIL (or equivalent) environment
- A proven track record of driving root cause analysis to conclusion
- Experience of working in a highly technical environment
- Experience/training in risk-management techniques
- Data and statistical analysis experience
- Experience with virtual cross-team or vendor communication
- Experience working directly with stakeholders, customers, and clients

  • Problem and Escalation Manager

    7 months ago

    Johannesburg, South Africa NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Problem Analyst

    6 days ago

    Johannesburg, South Africa Job Crystal Full time

    **Problem Analyst** Employment type: Permanent **Salary**: Market related Location: Free State/Gauteng/North West/Western Cape, South Africa Job Functions: IT Support Industries: IT Services **SPECIFICATION** An IT solutions company are looking for a Problem Analyst to work with the Problem Manager to manage Problem Investigations and route tasks to...

  • Problem Manager Ii

    6 hours ago

    Johannesburg, South Africa Nedbank Full time

    **Requisition Details & Talent Acquisition Contact** - REQ 121125 - Keabetswe Modise**Job Family** - Information Technology **Career Stream** - IT Operations**Job Purpose** **Key Responsibilities** - Manage major system outages(severities). - Root cause investigation/identification for all outages. - Ensure all root causes have identified fixes. - Manage...

  • Specialised Escalations Manager

    7 months ago

    Johannesburg, South Africa Nimble Credit Solutions Full time

    Role**:Specialised Escalations Manager** Reporting to: Legal Operational Executive Location: Sandton, Johannesburg **About Specialised** We are a dynamic organization dedicated to excellence in financial recovery solutions. As a leader in our field, we prioritize innovation, efficiency, and results. We're currently seeking a motivated individual to lead...

  • Problem Management Analyst

    2 months ago

    Johannesburg, South Africa NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** This...

  • Senior Client Escalation Manager

    6 days ago

    Johannesburg, South Africa Finastra USA Corporation Full time

    **Responsibilities**: **What will you contribute?** This role will focus on the resolution of customer escalations raised at the executive level by collaborating with internal and external parties for resolution. Will identify key trends to support client retention. **Responsibilities & Deliverables**: Your deliverables will include, but are not limited...

  • Problem Management Analyst

    8 months ago

    Johannesburg, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Cloud Problem Manager

    6 hours ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    The role of the Problem Manager is to pro-actively reduce the impact of Incidents, Problems and Known Errors within the IT Infrastructure and Cloud Operations. This role requires excellent analytical skills and the ability to effectively utilise proven problem analysis techniques. The Problem Manager will drive and promote the effectiveness of Problem...

  • Cim Problem Analyst

    4 days ago

    Johannesburg, South Africa Intuate Group Full time

    **Job Information** Industry Mining Work Experience 1-3 years City Johannesburg State/Province Gauteng Country South Africa Zip/Postal Code 2000 **CIM & Problem Analyst** As the CIM (Critical Incident Management) & Problem Analyst within our OT Service Operations team, you will be responsible for driving the quick remediation of large impacting...

  • Incident and Problem Manager

    1 week ago

    Johannesburg, South Africa Pink Elephant Full time

    Manage in-depth investigations into IT related problems to co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds or resolution advice and closure. Conduct detailed analyses of data gathered via the service management process to identify underlying issues and develop...

  • Problem Manager

    1 week ago

    Johannesburg, South Africa Pink Elephant Full time

    Proactive and reactive Problem management. - Help to improve Problem management process - Help to improve Problem module in Cherwell. - Problem detection, logging, and categorization - Problem prioritization and planning - Problem investigation and diagnosis (In conjunction with SD team) - Know error logging and categorization - Known error investigation -...

  • Problem Manager It

    1 day ago

    Johannesburg, South Africa Complement Recruitment Full time

    Complement Recruitment are recruiting for a Problem Manager based in Sandton, Johannesburg, Gauteng for the Information Technology sector. This role works in conjunction with the business unit and their international client base, applicants must be resilient and able to take constructive criticism, especially considering the role as a “problem solver and...

  • Support and Escalations Supervisor

    1 week ago

    Johannesburg, South Africa AdaptIT Full time

    Position reports to: Support Manager Direct Reports: N/A Office Location: PURPOSE OF THE POSITION The Support and Escalation Supervisor position is a support desk leadership function within the organization. As such, the position comes with a high degree of accountability and responsibility. The below list is not exhaustive, it merely represent a brief...

  • IT Incident and Problem Specialist

    4 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description 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 - Build working relationships across teams and functional lines in order to enhance work delivery,...

  • Senior Problem Analyst

    4 days ago

    Johannesburg, South Africa Phithos Technologies Full time

    Phithos is an IT Services and Solutions company building on **data-centric technologies** for **Healthcare,** **Education, Financial Services** and **Social-Media** industries. At Phithos, we believe in Research & Development, Innovation, large-scale meaningful solutions and Quality Service. We are headquartered in Johannesburg, South Africa and have...

  • Noc Manager: Problem and Service Assurance

    4 months ago

    Johannesburg, South Africa Dark Fibre Africa Full time

    Main Purpose This role covers the following main areas of responsibility: - Problem & Risk Management - Service Assurance Management - Incident Analytics supported by Report Management Critically analyse incident data across Layer 1 and Layer 2 services with the key focus on performance and produce the necessary reporting internally for improvement and...

  • Senior Problem Analyst

    4 days ago

    Johannesburg, South Africa Project Management Connection Full time

    **Key Purpose**: **Areas of responsibility may include but not limited to**: - Conduct trend analysis of data, both systematically and manually to determine common occurrences and recurring issues to feed into the Problem Management processes. - Perform impact assessments to determine priority of a problem relative to other problems and business...

  • IT Incident and Problem Specialist C

    6 days ago

    Johannesburg, 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...

  • Incident and Problem Analyst

    1 month ago

    Johannesburg, South Africa Old Mutual Full time

    Job title : Incident and Problem Analyst Job Location : Gauteng, Johannesburg Deadline : December 28, 2024 Quick Recommended Links Jobs by Location Job by industries Job Description The Incident and Problem Analyst will be responsible for documenting, analysing, and resolving incidents to ensure service continuity and minimize the impact...

  • Maintenance Technician

    2 weeks ago

    Johannesburg, South Africa Kone Full time

    KONE is looking for a qualified Maintenance Technician for Pretoria, South Africa. Our team is composed of maintenance professionals who provide on-site customer service to ensure the smooth and safe operation of our equipment. We are now looking for a service-minded Maintenance Technician to provide professional elevator and escalator maintenance service to...