Incident Analyst at Discovery Limited

Key Purpose

The Incident Support Analyst will need to able to provide first level support to incidents, monitoring events and service requests raised proactively or by clients through diagnosis, classification, remediation and facilitation of restoration of services. This is a 24x7 role with shift rotation with the objective of providing high quality and efficient support services driving high service availability and customer satisfaction.

Areas of responsibility may include but not limited to

• Facilitate resolution of Incidents and Service Requests throughout the lifecycles and across various teams within the specified Service Level Agreements/Operational Level Agreements

• 1st line troubleshooting and service restoration reducing dependencies on other teams using available tools, knowledge base and Standard Operating Procedures

• Assist with communication, creation, maintenance, scheduling and distribution of reports

• Ensure all incidents logged meet the minimum entry criteria to enable efficient debugging

• Application and verification of known solutions or Standard Operating Procedures to Incidents and Service Requests (e.g. assisting with the restarting of services on request, data fixes, ad-hoc data extracts and query executions, etc.)

• Validate and update the ticket documentation proactively

• Verify resolution with end-users and resolve assigned Incidents and Service Requests

• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) in order to provide input for continuous improvement initiatives regarding ticket trends and opportunities for improvement of processes and procedures

• Record and classify received alerts and events and initiate an immediate effort in order to restore a failed IT Service as quickly as possible as per severity classification and associated Service Level Agreements

• Analysis of logs in the error queue and initiating resolution with the respective resolver group

• Evaluation and escalation of Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Team Leader/Manager according to the agreed priority and severity of the incident

• Available for on-call and emergency response rotation as needed

Personal Attributes and Skills

• Values Driven

• Optimistic

• Learns on the Fly

• Resilient

• Instils Trust

• People Savvy

• Problem Solver

• Strong Data Analysis Capabilities

Education and Experience

Education:

• ITIL

• IT or Engineering Qualification

Experience:

• 1-3 years practical experience in a Service Desk, Incident Management or Problem Management role

• ITSM Tools (Servicenow experience preferred)

• APM and Infrastructure Monitoring Tools (DynaTrace experience preferred)

Knowledge:

• ITIL

• APM and Infrastructure Monitoring Tools

 Employment Equity  

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.