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Problem Management

Gauteng , R23000 - R23000 Per Month
Sector: IT / Computers / Software
Posted: Friday, 1 April 2022





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Job Details

SPECIFICATION

An IT solutions company are looking for a Problem Manager to manage multiple service suppliers by integrating them, so they can collaborate to provide the customer expected value. The integration introduces the concept of a single, customer-facing logical entity known as the service integrator.

Problem management under the SIAM function is the process responsible for identifying and removing systemic issues within the IT environment impacting service availability and for managing the lifecycle of all problems.

The objectives of the Problem Management process are to:

  • Prevent problems and resulting incidents from happening
  • Eliminate recurring incidents
  • Minimize the impact of incidents that cannot be prevented

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

  • Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans
  • Manage problem record lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans;
  • Pro-actively identify operational issues and trends;
  • Provides appropriate reporting and drive resolution working directly with Service Providers;
  • Monitors problem management performance metrics and Key Performance Indicators (KPIs);
  • Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
  • Creating and updating of Problem Records
  • Organising and chairing Problem Investigation and Problem Review Meetings
  • Driving investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
  • Single point of contact for all the problems.
  • Monitor the problems to ensure that the Service Level agreements are respected.
  • To review the problem trends, planning and driving improvement plans.
  • Monitors the effectiveness of error control and makes recommendations for improvements.
  • To be proactive in identifying problems, analyse and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit.
  • Maintains inventory of problems under analysis and their current progress and status
  • Follow up issues and progress with problem owners where necessary.
  • Communicating all the problems and their impact to all stakeholders.
  • Prevents recurrence of issues by identifying root cause and implementing fix.
  • Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
  • Drive all problems towards root cause identification and permanent fix.
  • Responsible for preparing daily/weekly/monthly Problem Management reports.
  • Responsible for preparing various KPIs.

REQUIREMENTS              

  • Grade 12
  • ITIL Foundation qualification
  • Strong Excel Skills,
  • 2 years’ experience in a similar role,
  • Technical qualifications would be beneficial,
  • Proven working experience (minimum 6 years) in Incident / Problem Manager Role.
  • Detailed knowledge of the ITIL Incident and Problem Management processes
  • Good understanding of Change, Configuration and Availability processes
  • Experience in managing small team of 3-5 people at least.
  • The ability to work and team effectively with clients and other management personnel
  • Managerial competence
  • Proven experience in working in, and basic management of, diverse and geographically dispersed teams
  • Proven experience working in an Operational environment

 

Skills and Competencies

  • Ability to identify problems
  • Ability to establish root cause
  • Competency to communicate problems, root causes and solutions to all stakeholders.