IT Incident and Problem Specialist at FNB South Africa

Job Description

• To manage and resolve IT incidents and problems efficiently, ensuring minimal disruption to business operations.
• The role involves identifying root causes, implementing preventative measures, and improving overall IT service delivery, with a strong focus on adherence to ITIL processes and collaboration across business units.

Responsibilities:

Incident Management

• Monitor, log, and manage IT incidents according to defined SLAs.
• Communicate effectively regarding incidents across relevant stakeholders.
• Create and manage war-rooms for critical incidents.
• Track incidents through to resolution and ensure closure.
• Ensure ITIL processes related to incident management are strictly followed.
• Track alerting mechanisms for incident identification and ensure business units implement necessary alerting where gaps are identified.
• Provide monthly reports on Severity 1 and Severity 2 incidents experienced within CBP.
• Ensure incident reports are created and distributed for all critical outages.
• Ensure corrective actions are captured in Jira and followed up to completion.

Problem Management

• Track incidents that evolve into problems and ensure proper documentation.
• Ensure business units within CBP create problem records where root causes have not been identified.
• Conduct root cause analysis and implement permanent solutions to prevent recurrence.
• Work closely with Change Management to ensure changes linked to incidents or problems are implemented and closed appropriately.

Process Governance & Communication

• Ensure the incident management process is well documented, understood, and communicated across all CBP business units and dependent teams.
• Liaise with service desk, infrastructure, and application teams to ensure alignment and effective incident/problem resolution.

Reporting & Analysis

• Generate and distribute incident and problem reports to management.
• Identify trends and recommend improvements to IT processes and service delivery.

Qualifications & Experience:

• Diploma or Degree in IT, Computer Science, or related field.
• ITIL Foundation certification (ITIL Intermediate or Expert is a plus).
• 3–5 years’ experience in IT incident and problem management.
• Experience in financial services or banking environment preferred.

Skills & Competencies:

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Remedy).
• Understanding of infrastructure and application support.
• Proactive approach to process improvement and governance.

End Date: September 19, 2025