Jobs Career Advice Post Job
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Jan 14, 2026
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • At Nexio, we enable our clients to modernise their environments and adopt new technologies. We help them to solve their legacy problems and pave the way for their future digital success.
    Read more about this company

     

    Problem Management Specialist

    ROLE PURPOSE

    • The Problem Management Specialist is responsible for ensuring the consistent and reliable delivery of IT services while managing the lifecycle of all problems to improve overall service quality. This hybrid role combines service assurance oversight with proactive problem management, including monitoring service performance, managing incidents and problems, conducting root cause analysis, and implementing corrective measures. The role also involves leading a team of engineers, coordinating with cross-functional teams, and driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

    ROLE REQUIREMENT

    Service Assurance

    • Ensure timely handling of incidents and service requests, meeting SLA targets.
    • Act as the primary point of contact for service-related issues and escalations.
    • Prepare and present regular service performance reports to management.
    • Conduct service reviews with customers and maintain strong stakeholder relationships.
    • Manage and resolve major incidents, minimizing business impact.
    • Coordinate post-incident reviews and implement preventive measures.

    Problem Management

    • Own and manage the Problem Management process lifecycle.
    • Conduct root cause analysis for recurring incidents and implement corrective actions.
    • Maintain and protect the Known Error Database and ensure accurate documentation.
    • Liaise with suppliers and contractors to ensure contractual obligations are met.
    • Attend CAB meetings for RFCs generated by Problem Management.
    • Monitor KPIs and produce management reports for continuous improvement.
    • Coach team members on process adherence and identify training needs.

    COMPETENCIES

    Key Competencies

    • Strong analytical and problem-solving skills.
    • In-depth knowledge of ITIL and ITSM frameworks.
    • Ability to manage incidents, problems, and service assurance processes effectively.
    • Excellent communication and stakeholder management skills.
    • Leadership and team management capabilities.
    • Ability to prioritize tasks and manage multiple issues simultaneously.

    Professional Competencies

    • High ethical standards and integrity.
    • Customer-focused mindset with a commitment to service excellence.
    • Strong negotiation and influence skills.
    • Risk assessment and mitigation expertise.
    • Proficiency in service management tools and software.

    QUALIFICATIONS & EXPERIENCE

    • Matric certificate (Required)
    • CCNA (Required)
    • 5+ years in ICT Service Desk or Service Assurance environment.
    • 3+ years in a managerial role within a technical environment.
    • Strong understanding of IP, GSM, MPLS networks, and telecommunications.
    • Experience with CRM/Service Management systems (e.g., Siebel, Remedy).
    • ITIL Foundation certification required; advanced ITIL certifications preferred.
       

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Nexio on nexio.simplify.hr to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Nexio Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail