Incident and Problem Manager

2 weeks 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 and / or maintain problem error control processes to minimize or prevent future breaks in service.

**Main Responsibilities**

Manage in-depth investigations into IT related problems to co-ordinate a rapid and effective cross-sectional response to major incidents
- Develop, co-ordinate and promote the effective functioning of problem management activities across the organisations support and development areas.
- Co-ordinate the rapid and effective handling of major incidents.
- Lead the investigation of problems through root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring.
- Examine potential areas for service improvement and raise proposals with senior management (e.g. reduction in calls per site per month, improve Service Level Agreements, reduce average time to fix for incidents etc.).
- Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis.

Continuous improvement to ensure effective service
- Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
- Ensure adherence to organisational policies, practices and procedures.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction
- Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
- Establish productive operational relationships with key stakeholders in the various channels and development teams.
- Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
- Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service
- delivery.

Ensure cost efficiency through financial and corporate governance
- Contribute to the development and implementation of fit for purpose budgets.
- Manage supplier relationships, and budgets associated with projects.

Manage quality people practices
- Align own behaviour with the organisation culture and values.
- Share and transfer product, process and systems knowledge to colleagues.
- Collaborate and work with the business and IT teams to deliver required service levels.
- Actively share information with other team members regarding successes, issues, trends and ideas.

**Competencies**
- Customer
- Collaboration
- Leading with Influence
- Innovation
- Personal Mastery
- Executing

**Skills/Experience Required**
- Bachelor’s degree in Information Technology.
- ITIL certification.
- Prince2 certification would be advantageous.
- 8 - 10 years’ experience in IT problem management.
- 2 - 3 years’ experience in incident management.
- 1 - 2 years’ experience in project management is advantageous.

**Competency Descriptors**
- Customer: Putting the customer at the heart of business decisions and driving to improve value for customers.
- Collaboration: Creates trust, respect and builds meaningful relationships. Able to handle a wide range of relational challenges to ensure collaboration across boundaries.
- Leading with Influence: Influences and rallies people behind common goals; actively supports growth and inspires others to exceed expectations. Communicates clear strategies and objectives for own function.
- Innovation: Generates creative/out of the box solutions.
- Challenges the status quo and/or demonstrates ability to relate to challenges from a range of diverse but relevant perspectives. Willing to take calculated risks when introducing novel ideas.
- Personal Mastery: Learns and actively works to build self-awareness; develop through experience and feedback from others. Copes effectively with stress and has the resilience to take on stretching and challenging assignments. Adjusts effectively to work within new work structures; processes; requirements and cultures.
- Executing: Displays consistent energy, drive and perseverance in order to deliver results. Demonstrates a willingness to take calculated risks to achieve stretch performance goals.

**Job Types**: Full-time, Contract
Contract length: 8 months

**Experience**:

- IT Problem Management: 10 years (required)
- Incident Management: 3 years (required)
- Project Management: 2 years (preferred)

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