Problem Management

**JOB PURPOSE**

Responsible for managing the lifecycle of all Problems. The primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. To identify the underlying reasons for one or more incidents, implement workarounds, identify known errors, and provide permanent solutions. Coordinate and direct all facets of the problem management effort, including bringing the right teams, tools, and information together to minimize the adverse impact of Incidents by preventing Incidents from reoccurring.

**KEY RESPONSIBILITIES**:

- Manages and co-ordinates all communication to stakeholders in portfolio
- Assesses problem investigation requests to determine whether requirements meet criteria for a problem investigation
- Opens problem record within ISC Escalation Register and populates with required minimum information and establish resolution priority
- Assigns problem investigation to relevant resolver groups which includes allocation of initial tasks, setup and convening of route cause analysis meetings and problem resolution co-ordination, monitoring, tracking and escalation (as per specific standard process)
- Proactively escalates issues around unresolved problem investigations to stakeholders
- Monitors the status and progress towards resolution of open problem investigations assigned to business functions within the Command Centre
- Provide input into specific standard operating instructions and way of work around problem management
- Where any of the above tasks are delegated to other process and functions, ensure that staff are adequately trained and are provided with access to the appropriate tools to enable them to perform these tasks
- Participate in opportunities for knowledge sharing within the team
- Ensure that the problems are resolved and record resolution
- Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data
- Define and maintain the problem management procedure.
- Periodically review effectiveness and efficiency of the problem management process.
- Continuously improve the problem management process.
- Coordinate between various support teams to identify the root cause of a problem and find a workaround or solution.
- Ensure that the right resources are available to investigate, identify, and resolve the root cause of a problem.

**COMMUNICATIONS & WORKING RELATIONSHIPS**:
**Internal Department**:

- Sales Administration
- Contract & Billing
- Warehouse and Distribution
- District Technical Managers
- Service Delivery Managers
- Accounts Receivable

**Reasons for Interaction**:

- Parties involved within the Processes and Procedures related to the Integrated Service Centre
- Aligning and coordinating relevant business unit requirements
- Collaboration between Team to ensure Customer Service

**External**:

- Clients across Customer base

**Reasons for Interaction**:

- Single Point of Contact for Service-related requests and escalations

**QUALIFICATIONS, EXPERIENCE, & SKILLS**:
**Educational Qualifications**:

- Matric

**Professional Qualifications**
- Tertiary Diploma or Degree (IT)

**Years of Experience**
- Minimum of 1 - 3 years’ experience within a Service Centre environment Other requirements
- ITIL v3 Foundation (must have)

ITIL Service Operations (Advantage)

**COMPETENCIES**

**Behavioural Competencies**
- Transform row data information into meaningful information by analysing and visualizing key focus area

**Learned Competencies**
- Solution orientated, goal driven with a passion in getting hands-on involved in challenging situations that require initiative thinking and problem solving

**Hygiene Factors**
- Refined whilst facilitating several presentations; workshops; stakeholder interviews and hosting of Customer visits.

**Job Type**: Permanent

**Salary**: From R15,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Language**:

- English (required)