Problem and Escalation Manager

1 week ago

Johannesburg, South Africa NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Problem and Escalation Manager takes responsibility for researching the root causes of incidents. The individuals in this position engages in proactive problem management by analyzing trends or historical data of incidents and services.

What you'll be doing

Key Roles and Responsibilities:

Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will add the greatest value for the client.Accountable for managing the lifecycle of all problems.Routinely monitors logged incidents by category within a specific time frame to identify potential problems.Responsible for facilitating the identification of root cause for major problems.Ensure the prevention of incidents and be responsible for minimizing the impact of unavoidable incidents.Work with incident management colleagues to ensure that temporary solutions (workarounds) are available.Performs trend analysis of important services or historical incidents and maintains a Known Error Database containing all problems and workarounds.Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.Determine if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.Record the problem description, priority, and severity and assign the associated configuration items to the problem record ensuring that links to the incident are made to the problem record.Classify and assign problems for resolution by determining the resource requirements and liaising with either internal or external resources (service provider) to ensure resolution of the problem.


Knowledge, Skills and Attributes:

Good understanding of the business needs and expectationsSolid understanding of the basics of the technical aspects of problemsAble to identify the subject matter experts in each area of the businessCritical-thinking and root-cause-analysis skillsProblem-solving skillsAbility to analyze statistical dataAbility to think critically about the issues at handAbility to foster deep collaboration with incident and change management functions and working relationships with a variety of internal and external stakeholdersStrong ICT Services Management skills and knowledge and solid ITIL skillsStrong oral and written communication skills; including the ability to proficiently facilitate meetings and conduct briefingsA good understanding of ITSM toolsets to support and facilitate problem management


Academic Qualifications and Certifications:

Bachelor's Degree in Computer Science or Information Technology or relatedITIL certificationOSA certification


Required Experience:

Seasoned experience in IT Service Management / Operational environmentSeasoned experience working with ITSM toolsets required to enable proactive problem managementSeasoned incident and problem management experienceSeasoned experience in managing processes within an ITIL (or equivalent) environmentA proven track record of driving root cause analysis to conclusionSeasoned experience of working in a highly technical environmentSeasoned experience/training in risk-management techniquesData and statistical analysis experienceSeasoned experience with virtual cross-team or vendor communicationSeasoned experience working directly with stakeholders, customers, and clients

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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