IT Incident and Problem Specialist at FNB South Africa

Job Description

• Hello Future IT Incident and Problem Specialist 
• Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. 
• As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who has experience in:

• Ensuring 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
• Running with War Rooms
• The role includes shift work and standby

You will be responsible for:

• Manage the life cycle of all major incidents major problems records from root cause investigation to permanent problem resolution and closure records from escalation to resolution, and closure
• Record all reported and detected incidents in a standard and consistent manner so that they can be tracked, monitored, and updated throughout their life cycle
• Manage the root cause review process with impacted lines of services, ensuring that quality and in-depth root cause reviews and improvement actions are developed for high impact outages or for recurring issues
• Serve as a point of contact for incidents and problems
• Timeously communicate and report incidents and problems
• Categorise, prioritise and assign incidents so they can be handled as effectively as possible to determine subsequent appropriate action to be taken for timely resolution.
• 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
• Resolve customer dissatisfaction/complaints by taking ownership of the problem
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
• Maintain expert knowledge on relevant legislative amendments, industry best practices and FNB’s internal compliance procedures and requirements

What you will need:

• 3 to 5 years experience in a similar environment
• Relevant qualification
• ITIL qualification

We can be a match if you can: 

• Collaborates with others to achieve shared goals
• Analytical thinking - Applies systematic (either-or) thinking to diagnose root causes of problems
• Solutions thinking - Focuses on accumulating relevant information when solving problems