IT Incident and Problem Specialist

3 days ago

Johannesburg, South Africa FirstRand Full time

Job Description

To manage and resolve IT incidents and problems efficiently, ensuring mínimal disruption to business operations. The role involves identifying root causes, implementing preventative measures, and improving overall IT service delivery, with a strong focus on adherence to ITIL processes and collaboration across business units.

Responsibilities:
Incident Management
- Monitor, log, and manage IT incidents according to defined SLAs.
- Communicate effectively regarding incidents across relevant stakeholders.
- Create and manage war-rooms for critical incidents.
- Track incidents through to resolution and ensure closure.
- Ensure ITIL processes related to incident management are strictly followed.
- Track alerting mechanisms for incident identification and ensure business units implement necessary alerting where gaps are identified.
- Provide monthly reports on Severity 1 and Severity 2 incidents experienced within CBP.
- Ensure incident reports are created and distributed for all critical outages.
- Ensure corrective actions are captured in Jira and followed up to completion.

Problem Management
- Track incidents that evolve into problems and ensure proper documentation.
- Ensure business units within CBP create problem records where root causes have not been identified.
- Conduct root cause analysis and implement permanent solutions to prevent recurrence.
- Work closely with Change Management to ensure changes linked to incidents or problems are implemented and closed appropriately.

Process Governance & Communication
- Ensure the incident management process is well documented, understood, and communicated across all CBP business units and dependent teams.

Reporting & Analysis
- Generate and distribute incident and problem reports to management.
- Identify trends and recommend improvements to IT processes and service delivery.

Qualifications & Experience:

- Diploma or Degree in IT, Computer Science, or related field.
- ITIL Foundation certification (ITIL Intermediate or Expert is a plus).
- 3-5 years’ experience in IT incident and problem management.
- Experience in financial services or banking environment preferred.

Skills & Competencies:

- Strong analytical and troubleshooting skills.
- Excellent communication and stakeholder management.
- Ability to work under pressure and manage multiple priorities.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira, Remedy).
- Proactive approach to process improvement and governance.

Job Details

19/09/25

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