Midrand: Problem Manager X2 posted by Gijima Holdings: HR

• 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

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