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IT Incident and Problem Specialist
2 months ago
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 in order to enhance work delivery, collaboration and innovation Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG Compile reports that track progress and guide business to make informed decisions Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environment Responsible for decisions related to prioritisation and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritisation Design, maintain and review the efficiency and effectiveness of the incidents and problem management processes Ensure that the ITIL process’s regarding Incident management are adhered to. Track alerting w.r.t incident identification and ensure BU’s implement alerting where needed if it was not in place for the incident identification Work with Change management w.r.t changes being implemented that will close off an incident or problem to ensure the loop is closed and incidents or problems linked to the change are closed accordingly Ensure the incident management process is well documented and understood by all BU’s within CBP as well as communicated to Bu’s that are dependent on our services Provide monthly reports w.r.t Sev1 and Sev2 incidents experienced within CBP Ensure Incident reports are being created and distributed for critical outages Ensure that Jira’s for corrective actions are being captured and followed up onQualification and Experience
Preferred Qualification - Relevant Degree in any IT related field Experience - 3 to 5 years experience in a similar environment
Job Details
Application Closing Date
04/10/24All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.
