Specialist: Problem and Incident Management at Liberty Group South Africa

Purpose

As part of the IT Operations team, this candidate will:

• Actively involved in the Incident and Problem lifecycle to restore service as quickly as possible with minimum disruption to the business, thus ensuring the best possible levels of service and availability are maintained.
• Conduct thorough investigations into IT related problems to establish permanent resolution to prevent reoccurring incidents, and to minimize business impact.
• Participates in the implementation of projects and adheres to the IT change control protocol.
• To establish a working relationship and partner with the business through guidance & education to the end users.
• Works independently & consults with other disciplines in IT operations, Service Management and Technical Support Teams.

Key Responsibilities

As part of the IT Incident and Problem team, this candidate will:

• Actively involved in the Incident lifecycle to restore service as quickly as possible with minimum disruption to the business, thus ensuring the best possible levels of service and availability are maintained.
• Participates in the implementation of projects and adheres to the IT change control protocol
• Works independently & consults with other disciplines in IT operations, Service Management and Technical Support Teams.
• Be the escalation point for the Service Desk around incidents to ensure that high impact incidents are proactively managed as they occur.
• Drive, Own and Manage the Incident Management Process by facilitating the recovery of all Sev1/Sev2/3 incidents.
• Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
• Providing correct communication and reporting to key stakeholders.

Additional Responsibilities

• Monitoring of tickets and taking the necessary actions to meet service targets.
• Need to drive satisfactory resolution with the resources from IT support groups and Business by owning the incident lifecycle to ensure that IT SLA’s to Business are met.
• Manage Crisis Meetings are held with the correct resources to ensure that Incidents are resolved within the agreed SLA’s.
• Make sure that high impact outages are documented in the form of an Incident Report when requested by business.
• Provide oversight to ensure permanent fixes are implemented, recorded, and communicated to relevant stakeholders.
• Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
• Assist to schedules awareness sessions to educate the Service Desk/Technical teams about the importance of incident logging and resolving incidents.
• Attend Change Management and Steering Committee meetings.

Minimum Qualifications

• Matriculation Certificate
• A+/N+ Certification
• National Certificate in Information Technology - Technical Support - Level 4
• Bachelor's Degree in Computer Science, Information Technology, or other relevant fields
• IT Service Management Certification (ITIL) will be an added advantage
• Governance framework certification (Cobit) will be an advantage

Minimum Experience

• 3 - 8 years' experience in IT Incident and Problem management.
• Experience working with the BMC/Remedy 2, PowerBI, ITIL 3/4 and Service now.