Technical Manager: Incident and Problem Management at Liberty Group South Africa

Purpose

Responsible for leading and continuously improving The IT Service Management capability looking after an information technology functional operating model and framework in a broadly defined group functional strategy; enabling horizontal alignment, implementation, and adoption.

Key Responsibilities

• Engages in problem solving sessions with team leads on how to develop long-term strategies and roadmaps which are congruent with the Agile approach.
• Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
• Develops relationships with customers at the highest level to identify potential areas of mutual commercial interest for future development.
• Be the escalation point for the Service Desk around incidents to ensure that high impact incidents are proactively managed as they occur.
• Drive, Execute, 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.
• 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.

Additional Key Responsibilities

• Understand the impact of incidents on SLA targets, allowing prioritization and direction to intervene when the process breaks down.
• Manage Crisis Meetings to ensure that Incidents are resolved within the agreed SLA’s.
• Identifying underlying causes of incidents and preventing recurrences.
• Developing workarounds or other solutions to incidents.
• Submitting change requests to Change Enablement as required to eliminate known problems.
• Assist to schedules awareness sessions to educate the Service Desk/Technical teams about the importance of incident logging and resolving incidents.
• Manage escalation for Incidents during and after business hours when required.
• Attend Change Management and Steering Committee meetings.
• Coordinate Problem Management task team and Post Review Board (PRB) meeting.

Minimum Experience

• 5 - 8 years experience in IT Incident and Problem management or a similar environment, of which 2 - 3 years at specialist level.

Minimum Qualifications

• Matriculation Certificate.
• National Certificate in Information Technology - Technical Support - Level 4.
• IT Service Management Certification (ITIL4) will be an added advantage.
• Governance framework certification (Cobit) will be an advantage.
• Bachelor's Degrees and Advanced Diplomas [NQF Level 07] in Information Technology and Computer Sciences advantageous.