Specialist: Incident and Problem Management

2 weeks ago

Menlyn Park, South Africa Assupol Life Ltd. Full time

**Incident Management**
- Creates and Maintains Policies and processes relating to IT Incident Management Lifecycle
- Drives adoption of policies and procedures
- Drives a collaborative approach when dealing with incidents to achieve and 85% success rate in incident resolution
- Engages IT and stakeholders to ensure incidents are resolved as quickly as possible
- Identify and highlight risks during incident resolutions
- Ensures successful incident resolution
- Assists in compiling stakeholder readable post incident reports
- Provides support to the project management teams for post deployment incident management

***2**. Problem Management**
- Creates and Maintains Policies and processes relating to Problem Management
- Drives adoption of policies and processes
- Adopts a collaborative approach when dealing with ongoing problems
- Provides visibility to Management and Stakeholders on completed and outstanding preventative actions
- Provides trend analysis reports
- Ensures root cause analysis reports are documented and stored for sharing purposes
- Setup meetings, shares agendas and writes and shares meeting minutes for root cause analysis sessions

***3**. General**
- Provides support to ITSM
- Provides support to change and release management
- Provides support to ITAM teams

**Formal Education**:

- Matric
- Degree or relevant qualification in Information technology or similar

**Technical/ Legal Certification**:

- A+
- ITIL Foundation
- ITIL Asset Management (Advantage)
- ITIL Release Control and Validation V3 or (Advantage)
- ITIL Service Transitioning V3 (Advantage)
- ITIL V4 Create, deliver and Support
- ITIL V4 Drive Stakeholder Value (Advantage)
- Kepner Tregoe problem solving or similar
- Advanced Microsoft Office

**Experience**:

- 3 years’ experience working with in Incident and problem management in an IT environment
- IT environment

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