IT Incident and Problem Specialist C

1 day ago

Johannesburg, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:
To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintained.

**experience and qualifications**:

- Minimum Qualification - Relevant Diploma in any IT related field
- Preferred Qualification - Relevant Degree in any IT related field
- Experience - 3 to 5 years experience in a similar environment
- **additional requirements**:
**responsibilities**:

- Deliver internal and external customer service excellence through adherence to quality service standards
- Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
- Prevent wastage, and on an ongoing basis identify process improvements in order to contain and reduce costs
- Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
- Continuously assess own performance, seek timely and clear feedback and request training where appropriate
- Compile reports that track progress and guide business to make informed decisions
- Ensure compliance to legislative and audit requirements and adherence to relevant processes
- Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environment
- Investigate and analyse all recorded incidents to determine the underlying causes thus enabling appropriate and timely recovery and resolution
- Responsible for decisions related to prioritisation and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritisation
- Identify incidents and problems, and analyse and recommend service improvement plans with the possible solutions obtained from technical teams
- Design, maintain and review the efficiency and effectiveness of the incidents and problem management processes

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