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 incidents. This role is responsible for facilitating the incident resolution bridge and providing written and verbal updates to stakeholders. Identifying and documenting critical action items is crucial to the success of this position. Oversee all aspects of the incident management process, from evaluation to resolution. Record all issues and help to design ways to prevent similar problems in the future. He or she will manage technical support teams, create procedures to deal with problems, and develop solutions. The Analyst will be responsible for providing 7x24x365 coordination, notification, escalation, and resolution of all severe and potentially high impact technology issues impacting the normal operations for the OT environment

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Roles and Responsibilities*

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Point of contact for all Major Incidents
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Examine incidents and establish processes to help prevent or minimize similar problems from arising.
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Develop procedures and policies by which technical support teams will operate.
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Maintaining incident logs and processing incident reports for review with upper management.
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Providing training for technical support teams
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Developing procedural manuals for various IT issues
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Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
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Determines if an incident needs to be escalated according to the priority and severity of the issue.
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Drive Incident reviews following major Incidents by conducting RCA sessions.
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Identify potential problems and/or increasing trend of repetitive Incidents
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Create Knowledge with repeatable procedures to reduce the number of Incidents
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Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
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Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
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Identify, initiate, schedule, and conduct incident reviews
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Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

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Requirements*

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Qualifications & Experience*

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ITIL v4
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Strong problem solving, analytical and time management skills.
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Effective team player and leader who can work independently when necessary.
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Attention to detail and handling crisis situations
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Ability to handle and perform in stressful situations
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Highly independent and self-directed individual capable of working with mínimal supervision.
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Able to deal with outsourced IT Service environment, in multicultural environment.
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Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and nontechnical stakeholders.
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Sense of urgency

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Skills, Knowledge & Abilities*

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Organization and Planning
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Commitment to task
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Listening and Understanding
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Deal with ambiguity

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