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Incident and Problem Specialist

2 weeks ago

Johannesburg, South Africa FirstRand Full time

Job Description

Hello future IT Incident and Problem Specialist

RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.
United by our proud heritage, strong ethics and philosophy of Traditional values. Innovative ideas, it’s the magic of our people and culture that sets us apart.
Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025, where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.

In this role you will 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.

Are you someone who can:

- Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation
- Deliver internal and external customer service excellence through adherence to quality service standards
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
- Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
- Manage the life cycle of all major incidents records from escalation to resolution, and major problems records from root cause investigation to permanent problem resolution and closure
- Take all necessary actions to ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability
- Ensure implementation of relevant policies, governance and practice standards across the business
- Maintain expert knowledge on relevant legislative amendments, industry best practices and business’s internal compliance procedures and requirements
- Ensure compliance is adopted in terms of systems and procedures as laid out by business
- Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks
- Record all reported and detected incidents in a standard and consistent manner so that they can be tracked, monitored, and updated throughout their life cycle
- Update known error database
- Manage the root cause review process with impacted lines of services, ensuring that quality and in-depth root cause reviews and improvement actions are developed for high impact outages or for recurring issues
- Drive complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams
- Serve as a consultant and mediator for technical challenges
- Serve as a single point of contact for incidents and problems
- Timeously communicate and report incidents and problems
- Categorise, prioritise and assign incidents so they can be handled as effectively as possible to determine subsequent appropriate action to be taken for timely resolution.
- Ensure timely and accurate escalation and reporting to management
- Assess own performance through seeking timely, and clear feedback and request training where appropriate
- Develop, encourage and nurture collaborative relationships across the FRG
- Completed a relevant degree
- 4 - 5 years experience within Incident and Problem Management

Required;
- ITIL Foundation certification

Preferred:

- ITIL® 4 Practitioner: Incident Management
- ITIL® 4 Practitioner: Problem Managemen

You will have access to:

- Opportunities to network and collaborate
- Opportunities to innovate

We can be a match if you are:

- Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough to
- Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it

POST

RMB

LI-IK1

Job Details

11/07/25