Problem Manager

**Job Description**:
The role is a key role within IT Service management. As the Problem Manager, you will be responsible for preventing incidents from happening as well as minimising the impact of incidents that can’t be prevented. This role identifies, prioritizes, and assigns responsibility for problems and then manages them through the entire process to solution. A key part of the role is creating and managing a knowledge base to maintain the information about known errors and workarounds for the service desk, service/ command centre and customer self-service portals. You will also be accountable for assembling a big-picture perspective, gathering data from different sources, interpreting meaning, projecting possible outcomes, assessing impact, evaluating alternatives, managing a portfolio and recommending priorities for problem resolution.

**You will engage with the following key stakeholders**:

- Internal and external stakeholders
- Executive Management
- Change Management
- Incident Management
- Run Management
- Business Change Coordinator/ Service Desk/ Centre Manager
- Relevant regulatory bodies (SARB, PASA)
- Clients (Banks)

**Your role responsibilities will be to**:
**Problem Management**
- Ensure Problems management goals are aligned to BU strategy, documented, clearly understood, and regularly reviewed
- Design and implement proactive problem management strategy
- Driving the efficiency and effectiveness of the Problem management policy and process
- Collaborate with internal stakeholders to ensure Incidents and problems are reported and the relevant information is provided (i.e. Technical Teams, Business, Executive, Customer)
- Communication and keep all stakeholders & Incident Manager informed of progress until fix and resolution is achieved and closed
- Reporting and compiling of Incident/ problem reports which have impact on business and customers
- Identify all recurring incidents and manage the resolution of problems to minimise or eliminate the impact on business
- Improved quality and reliability of the services and solutions for users.
- Collaboration with Incident & Change management processes to ensure resolutions are successfully implemented
- Problem investigation and diagnosis.
- Identifying underlying causes of incidents and preventing recurrences.
- Developing workarounds with technical teams.
- Creating tasks to work on the problem resolution
- Problem resolution and closure
- Analysing historical data to identify and eliminate potential incidents before they occur.
- Contribute to knowledge management database, all known errors, and problems to be correctly and timeously recorded
- Removing repeat incidents and transforming these into opportunities for improvement will contribute to the continuous improvement of IT services.

**Product Strategy, roadmap and initiatives**
- Develop a detailed /Problem Management strategy & Roadmap for the department including gap/needs identification, risks, opportunities, and manage accordingly in collaboration with the Incident Manager

**Monthly Reporting**
- Monthly Reporting for executive forums
- Problem management reporting for internal and external stakeholders
- ADHOC reporting requests for trending

**Qualification/Knowledge**
- Matric certification required
- ITIL Foundation V4
- Problem & Incident Management qualification
- Ms Office
- Ability to define problems, collect data, establish facts, and draw valid conclusions and root cause
- Ability to make effective presentations on complex topics to senior management, directors, appointed department heads and employees
- Excellent troubleshooting, business, financial, problem solving, collaboration and negotiation skills
- Good knowledge of the principles and practices of Business continuity management
- Excellent project management skills
- IT Financial services knowledge
- Relevant IT Technical knowledge and skills

**Experience**
- 5 years’ experience in Incident Management/ Problem Management
- Experience in the National Payment System of South Africa
- Experience and understanding BankservAfrica’ s products
- Regulatory experience: Client and Relationship Management
- Experience in Technical Advisory
- ITIL Incident & Problem Management
- ITSM Root Cause Analysis
- Excellent business writing and verbal communication skills
- Process and continuous improvement