Problem Manager Ii
9 hours ago
**Requisition Details & Talent Acquisition Contact**
- REQ 121125 - Keabetswe Modise**Job Family**
- Information Technology
**Career Stream**
- IT Operations**Job Purpose**
**Key Responsibilities**
- Manage major system outages(severities).
- Root cause investigation/identification for all outages.
- Ensure all root causes have identified fixes.
- Manage all problems in order of priority based on the impact to the organisation, with the focus on minimising reputational and financial impact. Restore services swiftly to avoid serious disruptions.
- Prevent reoccurrence of incidents related to these errors by identifying the root cause of problems and initiating actions to improve or correct the situation.
- Ensure that previous information used in successfully resolving problems are documented in such a way that it is readily available to support staff.
- Prevent incidents by identifying weaknesses in the infrastructure and making proposals to eliminate them.
- Utilize and configure the Problem Management Module within ServiceNow.
- Pro-active outage prevention-trending/monitoring.
- Produce reports for all major system outages.
- IT Systems Event Management
- Manage the event through its entire lifecycle, providing approach and strategy
- Monitoring the volume of Events, Event closure, open Events, and escalations
- Management reports - assessing the reports for any opportunities for areas of Improvement
- Conducting daily, weekly and monthly reviews
- Escalating issues to the management when required
- Participating in Service Improvement Program
- Generating pending Event report, prioritize based on aging/impact/customer dissatisfaction and drive for closure
- Facilitate conversations between key stakeholders to ensure focus is kept on monitoring/alerting and proactive maintenance
- Distribute communications and reports to stakeholders
- Ensure that controls and mechanisms are in place for to acknowledge Events back to the Incident process.
- Ensures that appropriate events response actions are in place
- Analyse EM data to highlight trends and facilitate corrective actions.
- Identify opportunities for Pro-active and preventative maintenance.
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate
- Advanced Diplomas/National 1st Degrees
- Preferred Qualification- BSC IT or BCom -informatics and/or project management certificate
**Essential Certifications**
- ITIL certification (foundation)
**Minimum Experience Level**
- 5 - 10 years IT experience
- 2-3 years problem management and 2 years operational or related experience and 1 year project management experience
**Technical / Professional Knowledge**
- Administrative procedures and systems
- Banking knowledge
- Business principles
- Business terms and definitions
- Data analysis
- Governance, Risk and Controls
- Microsoft Office
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Business writing skills
- Facilitation techniques
- Mltiple technologies knowledge
- Cluster Specific Operational Knowledge
- Banking procedures Technical
- System Interdependencies
- IT Report Writing
- Behavioural Competencies- Applied Learning
- Collaborating
- Customer Focus
- Initiating Action
- Work Standards
- Managing Work
- Technical/Professional Knowledge and Skills
- **_Please contact the Nedbank Recruiting Team at
+27 860 555 566
_
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