Incident & Problem Manager at Discovery Limited

Key Purpose of the Manager: Incident and Problem Management

• To formulate, position, manage and coordinate the Incident and Problem Management function and processes used in the management of IT services and infrastructure, in line with industry best practice, ensuring high levels of availability and stability IT services. Provide user-facing support processes to facilitate delivery of ICT services and provide a process of managing high-impact incidents as well as the prevention of the occurrence and recurrence of incidents through the proactive removal of defects in the ICT environment.

Areas of Responsibility
The Manager: Incident and Problem Management must:

Process

Incident Management:

• Ensure optimal management and co-ordination efforts of the restoration of normal state of IT service operations (within agreed service levels) to minimise adverse impact of incidents on business operations.
• Managing of IT service requests to ensure that the requested service is delivered within service levels, escalating service level agreement breaches and management of user expectations;
• Ensure high quality of the client experience across the business, with a specific focus that users must receive streamlined and consistent service levels at all touch points with the IT Service Desk and the Incident Management process;
• Perform ticket monitoring by analysing sets of data from all sources within the Service Desk and Incident Management systems.
• Ensure that information on incidents logged at the Service Desk and user generated incidents are of agreed and acceptable quality to aide in the rapid resolution of issues and prompt request fulfilment.

Problem Management

• Prevent the occurrence and recurrence of incidents through the proactive removal of defects in the production environment.
• Identification of problems through analysis and trending of incidents
• Investigation and facilitation of problem resolution with relevant technical Subject Matter Experts (SME’s).
• Ensure that a process is in place for the management of major incidents and crisis management.
• Establish a register of all Known Errors identified through the service lifecycle and ensure that associated plans are in place to eliminate to known errors.
• Coordinate and manage the implementation and maintenance of a Solutions Database for use by end users, Service Desk, Technical Teams and Incident Management in the resolution of incidents.

Other

• Use quality monitoring data management system to compile and track performance at team and individual level. Provides actionable data to various internal support groups as needed.
• Develop the reporting for Incident and Problem Management performance in areas that include (but are not limited to) quality, capacity, systems, service levels and responsiveness.
• Establish a mechanism to track, measure and report on user satisfaction with IT services and a capability to implement improvement plans in response to user satisfaction issues.
• Establish the right organizational structure, and provide for staff development
• Work with internal colleagues to ensure they have the appropriate information and knowledge at hand to be successful in what they do.
• Direct, control, coordinate & optimise resources to meet established objectives & deliver agreed results within the defined functional areas.
• Provide periodic reports on performance against plan & progress on medium-term initiatives & use to realign operating plan and objectives appropriately.
• Use insights & knowledge gained from high level reports to conduct abstract, conceptual & comparative analysis to define functional strategy.
• Proactively identify interconnected problems, develop and model alternative solutions as well as contingency plans to resolve value chain conflicts.
• Establish and maintain effective business relationships with customers to ensure compliance and establishing a healthy feedback channel.
• Continuously identify of improvement areas that will enhance efficiency.
• Ensure that the identified ITSM tool is configured optimally to enhance the operation of Incident and Problem Management at all times.

GOVERNANCE

• Ensure the consolidation of the risk profile for the area of accountability, manage critical risks and ensure feedback integration.

PEOPLE

• Communicate strategic context that guide best practice, foster an environment of continuous learning and improved employee engagement levels.

FINANCE

• Implement effective financial control, management of costs and corporate governance in area of accountability.

CLIENT

• Define and influence relationships and service level agreements made with internal and external stakeholders.
• Build and maintain relationships with stakeholders to ensure integrated approaches in pursuit of collective goals.

Profile of the Manager: Incident and Problem Management

• Knowledge of Customer Service Techniques, ICT Environment, Incident Management, Problem Management, Application and Exploitation of Information Technology.
• Decisiveness and Influencing Others
• Effective Business Communication
• Functional Policies and Procedures
• Managerial Budgeting
• Planning, Management and Measurement
• Strategic Planning and Reporting

Qualifications and Experience:

• Matric
• IT Degree or National Diploma an added advantage
• At least 8 years’ experience in Incident Management/Service Desk/Problem Management, of which 3 to 4 years are at a management/supervisory level.
• IT Infrastructure Library (ITIL) Expert or equivalent certification.
• COBIT certification an added advantage
• Experience in Incident and Problem Management in a corporate environment.
• Experience in Major Incident and Crisis Management.
• Knowledge SAP Solution Manager ITSM and ChaRM an added advantage
• Previous experience in Financial services industry