Specialist: Service Operations (Problem Management) at SITA SOC (Ltd)

Purpose of the job

• To develop, implement, optimise, and influence Incident / Request / Event / Access Management/ Problem Management processes / systems to influence service delivery by applying Service Operations aligned to the ITIL Service Lifecycle, relevant ISO standards, and COBIT Governance to Government enabling effective service management, to support the management of BA, SLAs, OLAs, and underpinning contracts.

Key Responsibility Areas

• Implementation of ITIL Life Cycle stage (Service Operations) relevant to all types of Incident / Request / Event / Access/ Problem Management issues raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery
• Monitoring and evaluation of Incident / Request / Event / Access/ Problem Management requirements life cycle against SLA requirements and mitigation of risks
• Provide input in planning and facilitating Incident / Request / Event / Access / Problem Management audits
• Collaborate with relevant stakeholders in managing the Incident / Request / Event / Access / Problem
• Management life cycle processes
• Monitoring and evaluation of all escalation mechanisms with regard to the management of risk to enable consistent effective service delivery and performance
• Manage critical and high impact Incident / Request / Event / Access Management requirements
• Detect, Analyze, Process problems (RCAs) and evaluate, categorized and prioritized problems
• Facilitation and administration of Problem Management Forum.

Qualifications and Experience

• Minimum: 3-year National Diploma/ Degree in Computer Science, Information Technology/ NQF level 6.
• ITIL Practitioners Certification, ITIL Foundations Certification is an added Advantage.
• Experience: 3-5 years’ experience in Service Management principles related to Incident / Request / Event / Access/Problem Management good practice methodologies. Experience of working in a team and involvement in project management delivery concepts. Experience in dealing with customers. Experience in Customer Service Level and Relationship management.

Deadline:21st May,2026