Problem Management

About the position

Purpose of the Job

• As part of the ITSM (IT service management) team this candidate will:
  
  
  
  
  • Manage a reactive and proactive, end-to-end, Problem Management process for all digital solutions
  
  
  • Perform proactive problem analysis, develop insights and recommendations, and engage and influence across the technology and business units to implement and improve problem resolution
  
  
  • Institutionalize ITIL best practices in the area of Problem Management, resulting in consistent execution of Root Cause Analysis, Corrective Actions
  
  
  • Lead Problem Management activities directly for specific situations as appropriate
  
  
  • Provide reporting of metrics for Problem Management process, showing areas of accomplishment and opportunities for continual improvement
  
  
  
  

Qualifications

• Matriculation Certificate


• Relevant degree in IT/Business Management


• IT Service Management Certification (ITIL4)

Experience

• Governance framework certification (Cobit) will be an advantage


• 5 - 8 years' experience in IT Incident and Problem management preferably in a Financial Services / Asset Management / Platform environment.

Key Responsibilities


As part of the ITSM Team this candidate will:

• Conduct thorough investigations into IT related problems to establish permanent resolution to prevent reoccurring incidents, and to minimize business impact.


• Identify and understand the underlying causes of an incident


• Identifying the best method to eliminate the root cause.


• Manages the overall process for a specific problem


• Coordinate and direct all facets of problem management effort including the right stakeholders across the business


• Participates in the implementation of solutions and adheres to the IT change control protocol


• Analyse the cause of the reoccurring incidents by following the problem management methodologies


• Analyse data in the ticketing system periodically and identify possible chronic incidents that should be considered for problem management


• Communicate the status of existing problem records through various communication methods


• Run post-implementation reviews to ensure changes intended to resolve problems, known errors, and associated incidents are completed and known error updates occur


• Interface with the incident management function to ensure post incident problems are quickly and readily identified and actioned, and incident root cause where it is change related is appropriately identified, reported and systemic issues actioned


• Manage problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards


• Identify Trends, Improvement Objectives and Limitations


• Identify Service Improvement Opportunity


• Monitor Service Metrics


• Receive Status Updates


• Ensuring production meetings are conducted in a professional and structured manner.


• Producing and delivering timely reports with significant useful information.


• Attend Change Management and other required meetings


• After hours support will be required

Desired Skills:

• Systems Analysis
• Complex Problem Solving
• Programming/configuration
• Critical Thinking
• Time Management