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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Job description
Key Purpose
The Mobile Architect will provide technical direction and leadership as part of the Architecture team working with the various development teams.
Provide technical leadership and direction, solution design and oversee the implementation of enhancements to the mobile and web solutions across all digital channels. Collaborate with various internal IT teams and 3rd-party software firms to design, review and implement solutions that satisfy and support the digital strategy.
Key Areas of Responsibility
Log problems on the problem register, determine the impact of a problem (severity, frequency and cost) and prioritise accordingly.
Track and indicate changes in the data based on proposed and in place solutions as well escalate accordingly where the impact is not reducing or worsening to increase the priority and awareness.
Root Cause Analysis:
- Determine the absolute cause of the problem by various means, including, but not limited to:
- Recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders and uncovering process and technical failures.
- Problem Solution:
- Identify interim and long term solutions, taking into account cost effectiveness & ease of implementation.
- Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution. Identify any missed requirements that would lead to future problems.
- Ensure the business impact is lessened and not worsened by solutions.
Problem Report:
- Document and present the Problem Reports related to identified problems to the Senior Analyst and Problem Manager.
- Provide assessments of risks, impacts, severity, possible alternative solutions, status of investigation and recommendations.
- Produce reports per team (monthly) giving an area-specific analysis of all problems. Report, track and present feedback to stakeholders on a regular basis.
- Escalate issues where necessary that are not getting the right level of airtime or attention.
- Guidelines, standards and Reference Examples:
- Participate in internal forums such as Support Services Work Group and lead workstreams, to contribute to the methodology and standards.
- Ensure that knowledge accquired in the workaround or resolution of the problem process is shared within the larger Support community.
Personal Attributes and Skills
Knowledge :
- Processes - Problem Management. Familiar with all implemented ITIL processes
- Technologies - Familiar with Call Centre management suites (Avaya, Call Master) and monitoring tools.
- Other - Familiar with business organisation and services.
- Technical Skills - Statistical analysis and reporting, Problem solving, Root Cause Analysis, Technical Report writing
- Behavioural Skills - Tenacity. Stress Management, Persuasion
Education & Experience
- Essential - ITIL Foundation certified
- Enhanced - ITIL Services exam passed. Kepner & Tregoe Root Cause Analysis Framework certified.
- Beneficial - ITIL OSA, other Computer and Technical qualifications and experience in problem solving
- Minimum required experience- 1 years experience in problem management, 2 years in a service role
- Enhanced Excel experience.
Equity Statement
Preference will be given to applicants from designated groups and suitable internal candidates in line with Discovery’s policies.
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