IT Problem Manager at The Shoprite Group of Companies

Job Objectives    

• Manage the lifecycle of all problems raised
• Minimise the impact of incidents that cannot be prevented
• Maintain information about known errors and workarounds
• Maintain information in the knowledge management system
• Complete trend analysis of incidents being raised
• Monitor and manage communications during high impact events to relevant stakeholders
• Facilitate post-mortems and RCA's after each major incident to prevent problem recurrence
• Document and publish RCA's and problem records
• Produce reports on problem management activity
• Create a culture for continuous service improvements

Qualifications    

• Diploma / NQF level 6, Bachelors Degree (3 years) / NQF level 7 in IT and Computer Sciences
• ITIL Foundation

Experience    

• 5+ years experience in incident and problem management
• 5+ years Management of People
• 3+ years Root cause analysis
• 3+ years ITIL practices
• 3+ years Technical systems

Knowledge and Skills    

• Enterprise IT systems across SAP
• Retail and POS
• Strong verbal and written communication
• Ability to make quick and effective decisions
• Ability to influence those who you do not directly manage
• Ability to work well in a team