Problem Manager

3 weeks ago

Johannesburg, South Africa BankservAfrica Full time

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**Do you see a future that includes more?**
**More exposure to innovative technologies, more personal growth, more experience?**
**Look at the position we have available and see how, together we can shape your future, so that you can give more and include more.**:

- Job Title- Problem Manager- Location- Selby - Johannesburg, GP 2001 ZA (Primary)- Occupational Level- Professional- Job Category- IT Operations- Job Type- Permanent**OUR THINKING***

We provide skills, development opportunities and leadership support to our people so that they can hone their skills to do more and give more in support of each other, our clients, and our communities in a supportive, yet performance driven, environment.**WHO WE ARE***

We're an innovative technology company with strong ties to the financial industry. Innovating bank interoperability since 1972, supporting the growth of the South African Economy and individuals across the continent, is what we excel at. Continuously striving for financial inclusion and providing everyone with access to the digital economy enabling them to do more, get more and benefit from financial inclusion so that they can give more.**WHAT WE DO***

Access to financial Inclusion ensures individual growth and economic growth - securing the growth of the African nation. We have served this noble purpose for five decades across the African Continent and our growth spurs us on to do more, give more and include more.We are firm believers in our people and the Adaptability Quotient (AQ) inherent in each of us that makes us strive to thrive. BankservAfrica have a high AQ and it is this quality that has driven our business to continuously innovate and evolve, building capability and capacity to include more, enabling greater access to the country’s financial landscape.

**WHERE WE'RE GOING**
***

The payments landscape is being modernised globally and, therefore, ours is an exciting industry to be part of. New technologies are the main thrust driving this change. Technology enables the possibilities, and people’s ingenuity creates opportunities.As an enabler our future plans are orchestrated around assembling a central payments environment that actively seeks and acquires strategic partners to enable service extensions. The core of our Financial Services Platform is a fully interoperable, cloud-ready composite platform delivering real-time value transfer and settlement, enhanced by a range of value-added services. The platform will leverage technological advancements aimed at:

- Managing complex volumes
- Faster deployment and faster change
- Personalised user experiences, with standardised platform experiences being the norm

Doing more will be realised through our creation of platform extension partners who will benefit from our standardised API capability which they in turn can offer to their clients, giving more. We aim to include new Market Actors through our value chain extension which will allow 'pass-through' connection in those cases where an existing actor passes services through a new actor enabling them to give more to the ecosystem without compromising the security or the role of the heavily regulated financial institutions.
- WHAT YOU WILL DOThe role is a key role within IT Service management. As the Problem Manager, you will be responsible for preventing incidents from happening as well as minimising the impact of incidents that can’t be prevented. This role identifies, prioritizes, and assigns responsibility for problems and then manages them through the entire process to solution. A key part of the role is creating and managing a knowledge base to maintain the information about known errors and workarounds for the service desk, service/ command centre and customer self-service portals. You will also be accountable for assembling a big-picture perspective, gathering data from different sources, interpreting meaning, projecting possible outcomes, assessing impact, evaluating alternatives, managing a portfolio and recommending priorities for problem resolution.

**You will engage with the following key stakeholders**:

- Internal and external stakeholders
- Executive Management
- Change Management
- Incident Management
- Run Management
- Business Change Coordinator/ Service Desk/ Centre Manager
- Relevant regulatory bodies (SARB, PASA)
- Clients (Banks)

**Your role responsibilities will be to**:
**Problem Management**
- Ensure Problems management goals are aligned to BU strategy, documented, clearly understood, and regularly reviewed
- Design and implement proactive problem management strategy
- Driving the efficiency and effectiveness of the Problem management policy and process
- Collaborate with internal stakeholders to ensure Incidents and problems are reported and the relevant information is provided (i.e. Technical Teams, Business, Executive, Customer)
- Comm

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