Incident and Problem Analyst

3 weeks ago

Johannesburg, South Africa Old Mutual Full time
Job title : Incident and Problem AnalystJob Location : Gauteng, JohannesburgDeadline : December 28, 2024Quick Recommended Links
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Job Description

  • The Incident and Problem Analyst will be responsible for documenting, analysing, and resolving incidents to ensure service continuity and minimize the impact of disruptions. 
  • This role will involve monitoring, evaluating, and investigating incidents and problems across various business areas, ensuring compliance with internal protocols and regulatory standards. The analyst will work closely with different departments to report findings, identify trends, recommend solutions, and help improve overall incident management procedures.

KEY RESULT AREAS:

  • Documentation: Accurately document incidents and problems as they occur, ensuring all relevant details are captured, including time, location, and the nature of the incident.
  • Root Cause Analysis: Conduct root cause analysis of reported incidents and proactive problems, identifying contributing factors and preventative measures.
  • Resolution: Work closely with cross-functional teams to ensure timely and effective resolution of incidents and problems following Change Management standards and controls. Coordinate with IT, security, and operations departments as needed.
  • Reporting: Generate detailed reports on incidents and problems, including findings, relationship to changes, recommendations, and follow-up actions. Present these reports to senior management and stakeholders.
  • Monitoring Systems: Regularly monitor incident and problem management systems to ensure timely identification and logging of incidents. Stay updated on incident trends and emerging issues.
  • Compliance and Standards: Ensure incident management, problem management and change management processes comply with industry regulations and internal standards.
  • Data Analysis: Analyse incident and problem data to identify patterns, trends, and areas for improvement. Use this information to propose enhancements to existing incident management protocols.
  • Process Improvement: Collaborate with team members to improve incident management processes, implementing best practices . Streamline workflows and automation within Service Management Tool to enable flow state for the delivery teams.
  • Policy Adherence: Ensure compliance with organizational policies and standards related to incident and change management, such as regulatory and data privacy requirements.
  • Training and Knowledge Sharing: Provide training and guidance to technical teams on incident, problem and change management processes and best practices.
  • Stakeholder Communication: Maintain clear and consistent communication with stakeholders, ensuring they are informed of incident statuses and resolutions.

ROLE REQUIREMENTS

  • Bachelor’s degree in Information Technology, Business, or a related field (preferred)
  • 2+ years of experience in incident reporting, incident management, or a related role
  • Experience with and administration of Service Management tools
  • Experience with reporting tools.
     

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