First National Bank (FNB) South Africa offers dynamic career paths, structured graduate development programs, and continuous on-the-job learning across banking, data science, IT, and client advisory roles
To ensure incident controls and processes are in place as well as recorded to minimize operational business risk impact ensuring the best possible levels of service quality, confidentiality, integrity and availability are maintained
Build working relationships across teams and functional lines in order to enhance work delivery, collaboration and innovation
Develop, encourage and nurture collaborative relationships within FNB and/or across the FRG
Compile reports that track progress and guide business to make informed decisions
Partner with Service Delivery and Application Support teams to collaborate on continuous improvement efforts and drive stability on production environment
Responsible for decisions related to prioritisation and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritisation
Design, maintain and review the efficiency and effectiveness of the incidents and problem management processes
Ensure that the ITIL process’s regarding Incident management are adhered to.
Track alerting w.r.t incident identification and ensure BU’s implement alerting where needed if it was not in place for the incident identification
Work with Change management w.r.t changes being implemented that will close off an incident or problem to ensure the loop is closed and incidents or problems linked to the change are closed accordingly
Ensure the incident management process is well documented and understood by all BU’s within CBP as well as communicated to Bu’s that are dependent on our services
Provide monthly reports w.r.t Sev1 and Sev2 incidents experienced within CBP
Ensure Incident reports are being created and distributed for critical outages
Ensure that Jira’s for corrective actions are being captured and followed up on
Qualification and Experience
Preferred Qualification - Relevant Degree in any IT related field
Experience - 3 to 5 years experience in a similar environment
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