Incident and Problem Co-ordinator at AVI Limited

• We’re seeking an Incident and Problem Co-Ordinator to drive success at AVI IT Shared Services Division in Waterfront, Cape Town. This role is designed to identify, prioritize and assign responsibility for incident and problems; managing them through the entire ITIL process to find definitive solution. A key part of the role is creating and managing a knowledge base and Problem library to maintain the information about known errors and workarounds for the service desk.        

Reporting Structure:

Reports to: Service Delivery Manager
Direct Reports: None

Key Areas of Impact:

• Identifies trends and Problem sources
• Prevents Replication of Problems
• Reviews efficiency and effectiveness of Problem control
• Proactive measures
• Escalation to Management Layer
• Maintains inventory of Problems/Major incidents and High Impact Incidents
• Collaboration and Facilitation
• Reporting

Technical Competencies:

• Service Delivery and Service Management Methodologies and Frameworks (ITIL)
• Microsoft toolsets (Excel; Word, PowerPoint).
• Knowledge of Infrastructure Technologies i.e. Storage, Compute, Backups, Virtualisation
• Knowledge of Networking and Windows Technologies
• SCCM, SCOM, Solarwinds and SD+ proficiency
• VPN and Remote Connect Technologies
• Microsoft Technologies Competency (Active Directory, Exchange Mail SharePoint, etc.)

What It Takes to Succeed:

Experience that set you up for success:                       

• 3 to 5 years’ problem management experience.
• 3 to 5 years’ experience conducting Root Cause Analysis.
• 3 to 5 years’ experience working within a medium to large hosted environment.
• 3 to 5 years’ experience Reporting Trend Analysis.
• 3 to 5 years’ experience developing and managing SLA’s, OLA’s and Underpinning Contracts.
• 3 to 5 years’ experience managing 3rd party vendors.

Qualifications & Certifications that will contribute to your success:

• Diploma or equivalent in Information Technology and/or Engineering.
• A+ and N+ or equivalent.
• ITIL V3 Foundation Certification.
• ITIL Operational Support and Analysis (OSA).
• Professional certifications in MCSA/CCNA will be an advantage.

Additional Requirements that will enhance your impact for success:

• Minimum of 3 years’ experience managing incidents AND problems on enterprise infrastructure viz. Systems (Compute, Virtualization, Storage, etc.), Networking (Wired and Wireless LAN, WAN), Security Infrastructure (Firewalls) and ERP Systems (SAP).
• Thorough ITIL Lifecycle understanding with particular focus on Service Operations.
• Good Inter Personal Customer facilitation and communication skills