Problem Management Administrator -Altron Campus Woodmead Block A at Altron Bytes Systems Integration

Job Description

We are looking for a Problem Management Administrator who will be responsible for the end-to-end management of all IT problem management. Their role and responsibilities are extremely varies and include (amongst others):

• Leveraging technology to issue all communications and provide key stakeholder management
• Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls, e.g. problem investigations and assisting in knowledge article creations
• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
• Effective communication with all stakeholders
• Being accountable for ensuring the responsible support groups resolve the outage via a workaround or permanent fix
• Ensuring all administration and reports are maintained and up to date, including contacts information, technical diagrams, post major incident reviews
• Drawing up detailed but concise RCA’s and nurturing process improvements and knowledge base improvements
• Continually maintaining and developing tools and resources to manage problem investigations effectively
• Monthly reports/presentations
• Weekly presentations

Qualification Essential Competency

• Grade 12
• Soft Skills
• ITIL Foundation V3
• IT Related Tertiary Qualification

Qualification preferred education and experience

• MCITP
• ITIL Foundation V4
• ITIL Intermediate Modules
• 5+ Years in a Service Desk Operations Role
• 3+ Years in an problem Management Role
• Essential functions
• RCA SLA management

Following up with resolver groups, 3rd parties and Altron BU’s

• Root Cause Analysis writing
• Knowledge Articles
• On All Communication Platforms (Teams, Skype, Mail, WhatsApp, Zoom)
• WhatsApp and Skype groups
• General Administrative functions

Experience required

• 3+ Years in an Problem Administrative role
• 5+ Years in a Service Desk Operations Role
• General IT experience
• General network experience
• Customer Experience