ITSM – Incident & Problem Analyst - IT Industry

 

Recruiter:

WAAYS Talent Sourcing

Job Ref:

ITSM – Incident & ..

Date posted:

Monday, March 15, 2021

Location:

Johannesburg, South Africa

Salary:

Market related


SUMMARY:
Identify and investigate incidents and problems. Conduct root causes analysis and identifies suitable solutions to ensure availability and reliability of applications, services, infrastructure, and platforms.

POSITION INFO:

Desired Experience & Qualification

Candidates are required to have a minimum of 5 years + ITSM Incident Experience

Candidates are required to have a minimum of 2 years + experience in IT Service Desk Operations and ITIL

Degree in Information Technology

ITIL Foundation Certified

Knowledge

ITSM, MS-Active Directory, Network/Telcom/VMWare virtualization

High-Severity triage, escalations, and issue management

Ticketing tools

Understanding of TCP/IP networking

Job Description:

Manage ITSM – Incident, Problem, Change

  • End to end management of all major incidents
  • Automate the content and frequency of communications during major incidents
  • Make sure to have key technical resources in the Severity 1 call to resolve the issue
  • Continual maintaining and performing an audit regarding knowledge management, on-call roster
  • Providing periodic major incident metric reports for the review and audit incidents for the SLA
  • Supporting and helping for collecting of data for the process improvements
  • Conduct trend analysis data
  • Perform impact assessments
  • Client and Executive Reporting
  • Participate in the ongoing enhancement of Problem Management policies and procedures
  • Participate in the evolution and maintenance of the CMDB whilst leveraging insights
  • Facilitate discussions to establish root causes and solutions

 

  • Full Job Description will be discussed with shortlisted candidates


 

NB! This job is now closed. You can apply for other jobs by uploading your CV.


 

 

 

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