Problem Manager

7 days ago

Midrand, South Africa Nexio Full time

**ROLE PURPOSE**
Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey.

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.

At Nexio, we have identified five major reasons why our people want to work for us:

- They get rewarded for their efforts.
- They have opportunity to work with high energy team.
- They form part of the Vodacom/Vodafone Group
- There are opportunities to grow their careers.
- They build trust and Lead with a competitive culture.

**ROLE REQUIREMENT**
- Ensure that the Problem Management process is conducted correctly.
- Ensure that the Problem Management KPIs are met.
- Ensure that the Problem Management process operates effectively and efficiently.
- Ensure that Problem Management Staff are empowered in their jobs.
- Ensure that process, procedure and work instruction documentation is up-to date.
- Provide management and other processes with steering information.
- Maximize the fit between people, process and technology.
- Promote the (correct) use of the process.
- Coordinate all Problem Management activities.
- Liaise with all problem resolution groups to ensure swift resolution of problems within SLA targets.
- Ownership and protection of the Known Error Database
- Gatekeeper for the inclusion of all Known Errors and management of search algorithms
- Ensure formal closure of all Problem Records
- Liaison with suppliers and contractors to ensure that third parties fulfil their contractual obligations with regards to resolving problems and providing problem-related information and data
- Arrange, run, document, and coordinate all follow-up activities relating to Major Incident Reviews
- Update the process and procedures documentation.
- Initiate and update the process work instructions.
- Monitor the Problem Management process, using Key Performance Indicators and reports.
- Function as a point of escalation for Problem Management Analysts
- Attend meetings with the Problem Management Process Owner and Problem Management Analysts
- Attend Change Advisory Board (CAB) meetings concerning Problem Requests for Change (RFC)
- Assess the possibility of the approval of any RFCs generated by the Problem Management process.
- Escalate to line management and the Problem Management Process Owner in case of a conflict between Process and Line Management. Escalation reports are sent to the Process Owners and line management.
- Coach Problem Management Process Analysts in the correct use of the process. Identify training requirements.
- Identify opportunities for improving the tools and techniques used.
- Identify improvement opportunities to make the Problem Management process more effective and efficient.
- Identify and improve operational alignment between various processes.
- Produce steering information in the shape of management reports.
- Produce steering information for other processes.
- Promote the correct use of the Problem Management process within all departments and sections.
- Audit and review the Problem Management process periodically

**PROFESSIONAL COMPETENCIES**
- High ethical standards and integrity in handling sensitive information and making decisions.
- Commitment to maintaining confidentiality and ensuring compliance with organizational policies and regulations.
- Ability to lead and motivate a team, providing direction and support to ensure successful problem management.
- Strong influence and negotiation skills to drive changes and improvements across the organization.
- Understanding of risk assessment and mitigation strategies to prevent potential problems.
- Ability to develop contingency plans and manage risks associated with problem resolution.
- Conflict Management

**QUALIFICATIONS & EXPERIENCE**
- Matric certificate essential
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Minimum of 3-5 years of experience in IT Service Management or a related field.
- ITIL Foundation certification is required; advanced ITIL certifications are preferred.

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