IT Incident and Problem Manager

**Listing reference**: 020685

**Listing status**: Online

**Position summary**

**Industry**:IT & Internet

**Job category**:System engineering / consultancy

**Location**:Cape Town

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:Yes

**About our company**
- Clicks Group

**Introduction**
- We are looking to recruit an Incident and Problem Manager to form part of the IT Services and Operations Team in the Group IT department. The role will be based at Clicks Head Office in Cape Town and will report to the IT Service Operations Manager.

**Job description**

**Job Purpose**:

- To lead the IT function in managing the IT outages to resolution through the proactive analysis of incidents. Determine trends leading the focus to resolving problems on a permanent basis based on agreed service level agreements whilst driving operational excellence.

**Job Objectives**:

- To be the 1st point contact for all major incidents through the identification, scheduling and conducting of incident reviews
- To ensure that the required technical or support teams respond to calls in a timely manner
- To be the 1st point of contact for all problems and proactively manage in-depth investigations and conduct detailed analysis into IT related problems in order to minimise or prevent future breaks in service, and eliminate recurring incidents
- To establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- To ensure all incident tickets are closed timeously in ITSM tool, based on respective severity lead times, ensuring mínimal business impact, and initiate escalation procedure as appropriate.
- To drive the investigation of problems, via root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring, mitigating actions and service improvement initiatives (including people, process and technology elements)
- To manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;
- To monitor and report on key performance and quality indicators in relation to problem management, by keeping records up to date, providing accurate status updates and following up with key stakeholders
- To ensure effective people management and development
- To work collaboratively with all internal technical teams, service management as well as external stakeholders through effective communication on both incidents and problems raised
- To prepare weekly/monthly reporting in respect of problems raised and provide input into incident management reporting
- To participate in meetings related to problem management as well as incident management, inclusive of service owners as well third party vendors
- To support the business with a view of re-occurring incidents and assist with the implementing of additional controls and/or process improvements.

**Minimum requirements**

**Qualifications and Experience**:

- B. Degree or 3 Year diploma in Information Technology
- ITIL foundation qualification
- 3-5 years relevant experience (preferable experienced broadly across multiple areas of IT)

**Skills, Abilities and Job Related Knowledge**:
**Essential**
- Leadership skills.
- Networking skills
- Operational and strategic planning skills
- Interpersonal skills
- Conceptual / analytical ability
- Integrity and honesty
- High level business communication
- Business acumen

**Desirable**
- Good negotiator
- Ability to deal with pressure
- Time management
- Ability to delegate
- Coaching and ability to manage staff
- Interpersonal skills
- Decision making ability.

**Job Related knowledge**

**Essential**
- People management
- Understanding of the retail industry
- Extensive working knowledge of ITIL framework and processes at a senior management level with respect to business areas, software, technology, infrastructure and operations - Comprehensive understanding of best practice IT service strategies, processes and standards

**Desirable**
- Financial management
- Thorough working knowledge of commercial and vendor management relative to Information Technology (management of contracts, service level agreements, pricing models).

**Essential Competencies**:

- Leading and Deciding
- Presenting and Communicating information
- Analysing
- Delivering Results & Meeting Customer Expectations
- Adapting and Responding to change
- Coping with Pressure & Setbacks