IT Incident and Problem Specialist

5 days ago

Johannesburg, South Africa FirstRand Full time

Job Description

To 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
- 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

Job Details

13/03/25

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