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Midrand: Problem Manager X2 posted by Gijima Holdings: HR

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Job Description

FORMAL EDUCATION:

  • Grade 12
  • IT Certificate/Diploma

TECHNICAL CERTIFICATION:

  • Successful completion of the ITIL Foundation certification exam
  • ITIL Practitioner certification advantageous

EXPERIENCE:

  • Experience in the IT industry with specific focus on Outsourcing 3 to 5 years
  • Experience in Service Support Services and Service Delivery 2 to 3 years
  • Experience in the IT Operations Environment will be an advantage 1 year

RESPONSIBILITIES:

  • To take ownership to ensure a functional, effective and efficient Problem Management process across clients, service lines and locations
  • To take the leading role in the management of all problems by ensuring efficient root cause and preventative measures are attained
  • Provide support and coaching to the Service Lines to effectively execute the Problem Management process
  • Effective integration and handover of incidents to Problem Management as defined by existing processes
  • Provide integration and support to the Change Management processes as required
  • Ensure effective SLA reporting and required management information in area of responsibility
  • Responsible for the adherence to ITIL frameworks in area of responsibility
  • To take accountability to operate a continuous improvement process to initiate process improvements within area of responsibility
  • Monitor the overall Problem Management Process against key performance indicators in order to evaluate process quality
  • Operate a continuous improvement process to initiate process improvements within area of responsibility
  • Support incident management with standby and incident management capacity
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KEY COMPENTENCIES:
 
KNOWLEDGE:

  • Good understanding of business strategies and business process management.
  • Strong technical understanding of hardware, software, application development, operations and networks 
  • Thorough knowledge of ITIL and/or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management 

SKILLS:

  • Strong Problem resolution skills
  • Communication skills: ability to express clearly, articulate and encourage open communication.
  • Effective interpersonal presentation and interpersonal skills
  • Decision making skills: makes decisions and understand the implications of a decision
  • Customer relations skills: keep closer to the customer to build relationship
  • Collaboration skills: build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business

PERSONAL ATTRIBUTES:

  • Analysing 
  • Writing and Reporting 
  • Presenting and Communicating Information 
  • Delivering Results and Meeting Customer Expectations 
  • Relating and Networking 
  • Working with People 
  • Learning and Researching 
  • Persuading and Influencing 
  • Planning and Organising 
  • Deciding and Initiating Action 
  • Creating and Innovating 



GO APPLY NOW

Safe & secure application process

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