IT Problems & Incidents Manager at Old Mutual

IT Problems & Incidents Manager is responsible for the management of  in-depth investigations into IT related problems to co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds or resolution advice and closure. Conduct detailed analyses of data gathered via the service management process to identify underlying issues and develop and / or maintain problem error control processes to minimize or prevent future breaks in service.

Critical objectives and responsibilities:

Manage in-depth investigations into IT related problems to co-ordinate a rapid and effective cross-sectional response to major incidents

• Develop, co-ordinate and promote the effective functioning of problem management activities across the organisations support and development areas.
• Co-ordinate the rapid and effective handling of major incidents.
• Lead the investigation of problems through root cause analysis (e.g. following on from major incidents) or through proactive trend analysis and monitoring.
• Examine potential areas for service improvement and raise proposals with senior management (e.g. reduction in calls per site per month, improve Service Level Agreements, reduce average time to fix for incidents etc.).
•  Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve customer complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational policies, practices and procedures.
•  Identify solutions to enhance cost effectiveness and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and development teams.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.

Ensure cost efficiency through financial and corporate governance

• Contribute to the development and implementation of fit for purpose budgets.
• Manage supplier relationships, and budgets associated with projects.

Manage quality people practices

• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the business and IT teams to deliver required service levels.

 Experience, knowledge & skills required

• Bachelor’s degree in Information Technology.
• ITIL certification.
• 8 – 10 years’ experience in IT problem management experience is key in this role.
• 3 – 5years’ experience in incident management.
• 1 – 2 years’ experience in project management is advantageous

Additional Details  
   
Shortlisted candidates will be subjected to the following statutory checks:

• ITC
• Criminal
• References
• Qualifications