Lead Problem Management - Randburg at Absa Group Limited (Absa)

Job Summary

• Embed & execute the organisation problem management framework & associated processes across a portfolio and successfully manage the full problem management lifecycle (logging, categorisation, prioritisation, investigation & diagnosis, known error record management, problem resolution & closure, major problem review) to conclusion (reactive).  Leverage organisation wide service continuity & resilience data to proactively predict & prevent problems in the future & strategically partner all Service Management functions & Technology teams to facilitate problem mitigation & prevention.

Job Description

Problem Management

• Consolidate & deeply understand an end to end view of applications & IT Assets, Infrastructure & Architecture and all of the integrated elements (physical & virtual) that could impact service availability for a defined business area / portfolio
• Consolidate & deeply understand the IT service resource base & their capabilities & proactively build critical relationships for effective end to end problem management, prevention & resolution.
• Participate in & positively contribute to the design of Problem Management & Service Continuity frameworks, tools & processes
• Analyse resilience, service continuity incident data and make inferences & identify trends that can be proactively addressed by the problem management process
• Based on this data, proactively partner across the value chain to diagnose root cause (ahead of problem) & resolve possible future recurrences & related business impact
• Lead the problem detection process & associated logging, categorisation & prioritisation of problems across the portfolio
• Identify cross functional & business stakeholders to support incident investigation & diagnosis (root cause) – ensure the right people with the right capabilities are involved to in root cause investigation
• Work with the cross functional team (infrastructure, architecture, security, service delivery, technology product & service teams) & execute root cause analysis & diagnostics
• Consolidate, communication & report root cause & diagnostic findings
• Leverage design thinking skills and processes to identify solutions to problems (includes build & deployment plans)
• Translate diagnostic findings & design thinking process outputs into short, medium & long term technical solution recommendations (workarounds, changes) for problem resolution & close out
• Support business decision making processes on solutions & workarounds & contribute deep technical & commercial (customer, cost etc.) insight to the process
• Define problem resolution plans & actions (e.g. workarounds, changes etc.) & ensure appropriate resource allocation to achieve desired results
• Work closely with the operational readiness team to align resolution plans to the broader change & release plans of the organisation
• Work across the value chain to manage the execution of the resolution plans
• Lead & or track the implementation of the plans & all associated testing & formally close out successful resolutions
• Implement document management & knowledge management routines for the end to end problem management process (document the problem & their resolution – full stakeholder, problem & solution mapping) & hold one stop shop accountability for the accuracy of all problem management information & data (e.g. known error database, problem logs etc.)
• Document lessons learnt from all problem resolution processes (in a language that resonates with the target audience)
• Determine, develop & implement best fit process to share & cascade lessons learnt (e.g. awareness sessions, communication, training, other capability building initiatives etc.)
• Identify change implications across the value chain as a result of diagnostics & lessons learnt e.g. roles & responsibilities, recruitment, skills etc.)
• Work cross functionally to communicate the broader set of recommendations and co-design bigger picture / long term solutions to the alignment of people, processes & systems to enable problem prevention vs. recurrence
• Continuously improve all processes, practices and capability building material by leveraging lessons learnt & key problem management experiences
• Stay ahead of the curve on best practice problem management & leverage ongoing diagnostic findings to continuously improve the problem management processes with the outcome of minimising business impact
• Consolidate and produce problem management MI & Reporting

Accountability: People

• Develop & Facilitate problem training & capability building across the business area or portfolio
• Leverage coaching expertise in all activity to drive problem prevention
• Contribute to the development & development planning of the broader service management team for the attraction & retention of future talent to the Problem Management area

Finance, Governance & Risk

• Plan, lead, implement and or support various risk processes e.g. internal / external audits, post event regulatory inputs / reporting etc.
• Ensure portfolio regulatory compliance as a result of all problem management implementation (internally & externally (vendor-led))
• Assume accountability for risk associated with problem management decision making in the portfolio
• Meet & or exceed (preferable) all SLA & OLA obligations

Education

• Bachelor's Degree: Information Technology