Problem Management Manager at MultiChoice

Key Performance Objectives

Operational Delivery (Incident Management)

• Coordinate, standardize, and lead all ITIL problem management activities ensuring root causes and preventions are identified
• Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow faster diagnosis and resolution.
• Prepare statistics, KPIs and trend reports for use in the problem management process. Identify problems through the review of, and focus on optimizing, processes
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently

Operational Delivery (Problem Management)

• Coordinate, convene and facilitate major incident and problem review meetings
• Ensure problems progress through the Problem Management process in a timely and prioritized fashion
• Create and deliver external content regarding service disruptions
• Ensure that the problem management information reflects accurate errors and is complete
• Develop trend analysis and prepare service improvement plans to address identified gaps
• Ensure recurring incident resolution is addressed with urgency
• Manage and maintain information stored in the problem database
• Maintain a comprehensive understanding of all aspects of product delivery and operations

Experience

• Previous experience of working in a highly pressured environment
• Strong written/verbal English communication skills
• An appreciation for understanding how to deliver against service expectations i.e. SLA/OLA (customer service)
• Ability to distinguish between different IT technologies
• Kepner-Tregoe Troubleshooting Foundations training or equivalent

Technical Competencies

• Excellent incident and problem management knowledge
• Customer satisfaction measurement
• Change Management
• In depth understanding of ITSM

KEY REQUIREMENTS

• Minimum relevant tertiary qualification (diploma/degree)
• ITIL certified or similar
• A minimum of 5 years’ experience in Problem management
• Demonstrable customer management/service skills

Closing Date: 13th, May 2022