Job Description
- 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
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