Problem and Escalation Manager

2 weeks 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

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