Intermediate Problem Manager
4 months ago
Assist senior problem managers in identifying and documenting incidents and problems both from a business and IT perspective
- Investigate and diagnose incidents and problems, working with technical teams to identify the root cause.
- Contribute to the development and maintenance of the organization's problem management process.
- Analyse incident and problem data to identify trends and patterns that may indicate underlying issues.
- Ensure all incidents and problems are tracked and managed according to established procedures.
- Escalate incidents and problems as appropriate, ensuring that senior problem managers and technical teams are aware of critical issues.
- Coordinate with technical teams to implement fixes and workarounds for incidents and problems.
- Participate in post-incident reviews to identify areas for improvement in the problem management process.
- JIRA Administration
- Communicate with stakeholders, including end-users, technical teams, and management, to keep them informed of incident and problem status.
- Maintain up-to-date knowledge of relevant technologies and industry best practices
**Core Functional Skills and Knowledge Required**
Problem Management
Analytical and Problem Solving Skills
Software Development Methodologies
Release Management
Service Level Agreement (SLA) Management
**Qualifications**
**Experience**
Grade 12 with 2 - 3 years required experience with ITIL Certification
2 - 3 years experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
**Certifications**
**ITIL
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