Specialist: Problem and Incident Management at Liberty Group South Africa

Purpose

• As a Specialist: Problem and Incident Management, you will be responsible for providing specialist advice & support in order to elicit, analyse, communicate & validate less complex req for problem and incident management, policies & information systems, through the execution of predefined objectives as per agreed (SOPs).

Key Responsibilities

• Be the escalation point for the Service Desk around incidents to ensure that high impact incidents are proactively managed as they occur.
• Ensuring correct execution of Incident Management Processes and ownership
• Drive, Own and Manage the Incident Management Process by facilitating the recovery of all Sev1/Sev2/3 incidents.
• Oversee Incidents and User Service Requests end-to-end
• Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
• Providing correct communication and reporting to key stakeholders.
• Monitoring of tickets and taking the necessary actions to meet service targets.
• Need to drive satisfactory resolution with the resources from IT support groups and Business by owning the incident lifecycle to ensure that IT SLA’s to Business are met.

Additional Responsibilities

• Need to always understand the impact of incidents on SLA targets, allowing prioritization and direction to intervene when the process breaks down.
• Manage Crisis Meetings are held with the correct resources to ensure that Incidents are resolved within the agreed SLA’s.
• Make sure that high impact outages are documented in the form of an Incident Report when requested by business. Provide oversight to ensure permanent fixes are implemented, recorded, and communicated to relevant stakeholders.
• Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
• Monitor incident trends and anticipate potential problems for pro-active resolution.
• Assist to schedules awareness sessions to educate the Service Desk/Technical teams about the importance of incident logging and resolving incidents.
• Log a Problem Tickets for Incidents which have been temporarily resolved and require further investigation

Additional Responsibilities

• Maintain Service Level Agreements with the Service Desk to Business.
• Monitor incident trends and anticipate potential problems for pro-active resolution.
• Manage Duplicate Incidents on the Remedy tool
• Identify Improvement Objectives and Limitations
• Identify Service Improvement Opportunity
• Manage escalation for Incidents during and after business hours when required.
• Ensuring production meetings are conducted in a professional and structured manner.
• Producing and delivering timely reports with significant useful information.

Minimum Experience

• 2 - 3 years experience in a similar environment
• Experience working with the BMC/Remedy 2, PowerBI, ITIL 3/4 and Service now

Minimum Qualifications

• Matriculation Certificate
• A+/N+ Certification
• National Certificate in Information Technology - Technical Support - Level 4
• Bachelor's Degree in Computer Science, Information Technology, or other relevant fields
• IT Service Management Certification (ITIL) will be an added advantage
• Governance framework certification (Cobit) will be an advantage