Incident Analyst at Discovery Limited

Key Purpose

• Resolves and triages incidents common to a set of tickets, by analysis of underlying systems, evaluation of alternatives and the coordination of the implementation of fixes.

Areas of responsibility may include but not limited to

• Confirm that a fix/work-around is implemented on the incident tickets received to ensure that functionality has been restored
• Identify issues from sets of tickets by conducting trend analysis
• Provides periodic reporting on incidents, as well as Incident Reports for major outages
• Create an end of day summary report on Incidents to ensure the management team and relevant stakeholders are kept up to date
• Review records produced by Junior team members and provide recommendations for improvement and enhance processes where applicable
• Adhere to standard operating procedures and appropriate policies to ensure compliance
• Make recommendations to enhance process and system functionality

Education and Experience

Essential

• Matric
• ITIL Foundation Course or ITIL Incident Management Certification
• At least 3 or more years’ experience in Incident Management

Advantageous

• Degree or Diploma in Information Technology (or equivalent).

Technical Skills or Knowledge

Essential

• Processes - Incident Management. Familiar with all ITIL processes
• Technologies - Service Desk Monitoring & Support Tools
• Troubleshooting / problem analysis
• Incident Trend analysis (statistical skills)
• Statistical analysis and reporting, problem solving analysis
• Proficiency in MS Word, MS Excel, MS PowerPoint and MS Outlook

Advantageous

• Knowledge of the Life Insurance market