Problem Manager X2

SUMMARY:
PURPOSE:

To be responsible for managing the lifecycle of all problems and to prevent problems and resulting incidents from happening, to eliminate reoccurring incidents and to minimise the impact of incidents that cannot be prevented.
 

POSITION INFO:
FORMAL EDUCATION:

• Grade 12
• IT Certificate/Diploma

• Successful completion of the ITIL Foundation certification exam
• ITIL Practitioner certification advantageous

• Experience in the IT industry with specific focus on Outsourcing 3 to 5 years
• Experience in Service Support Services and Service Delivery 2 to 3 years
• Experience in the IT Operations Environment will be an advantage 1 year

• To take ownership to ensure a functional, effective and efficient Problem Management process across clients, service lines and locations
• To take the leading role in the management of all problems by ensuring efficient root cause and preventative measures are attained
• Provide support and coaching to the Service Lines to effectively execute the Problem Management process
• Effective integration and handover of incidents to Problem Management as defined by existing processes
• Provide integration and support to the Change Management processes as required
• Ensure effective SLA reporting and required management information in area of responsibility
• Responsible for the adherence to ITIL frameworks in area of responsibility
• To take accountability to operate a continuous improvement process to initiate process improvements within area of responsibility
• Monitor the overall Problem Management Process against key performance indicators in order to evaluate process quality
• Operate a continuous improvement process to initiate process improvements within area of responsibility
• Support incident management with standby and incident management capacity

• Good understanding of business strategies and business process management.
• Strong technical understanding of hardware, software, application development, operations and networks 
• Thorough knowledge of ITIL and/or COBIT best practice frameworks with specific focus on Incident, Problem & Change Management 

• Strong Problem resolution skills
• Communication skills: ability to express clearly, articulate and encourage open communication.
• Effective interpersonal presentation and interpersonal skills
• Decision making skills: makes decisions and understand the implications of a decision
• Customer relations skills: keep closer to the customer to build relationship
• Collaboration skills: build closer relationships with key managers, grasps opportunities for growth and profitability and be sensitive to the needs of business

• Analysing 
• Writing and Reporting 
• Presenting and Communicating Information 
• Delivering Results and Meeting Customer Expectations 
• Relating and Networking 
• Working with People 
• Learning and Researching 
• Persuading and Influencing 
• Planning and Organising 
• Deciding and Initiating Action 
• Creating and Innovating