Business unit, Department, Reporting
Business Unit | Digital Platform Solutions |
Department | Digital EAS – Outsourcing & AMS - Vodacom |
Job grade | OP1 |
Core Description
Responsible for supporting the problem management process within the client’s organization. The primary focus of this role is to identify, diagnose and resolve incidents and problems within the organization's IT infrastructure and software platforms.
Key Deliverables / Primary Functions
- Assist senior problem managers in identifying and documenting incidents and problems both from a business and IT perspective
- Investigate and diagnose incidents and problems, working with technical teams to identify the root cause.
- Contribute to the development and maintenance of the organization's problem management process.
- Analyse incident and problem data to identify trends and patterns that may indicate underlying issues.
- Ensure all incidents and problems are tracked and managed according to established procedures.
- Escalate incidents and problems as appropriate, ensuring that senior problem managers and technical teams are aware of critical issues.
- Coordinate with technical teams to implement fixes and workarounds for incidents and problems.
- Participate in post-incident reviews to identify areas for improvement in the problem management process.
- JIRA Administration
- Process Management: Coordinating, compiling and maintaining reports on required operational documentation and key process overviews to map application support processes
- Communicate with stakeholders, including end-users, technical teams, and management, to keep them informed of incident and problem status.
- Maintain up-to-date knowledge of relevant technologies and industry best practices
Core Functional Skills & Capabilities
Analytical and Problem Solving
Release Management
Service Management
Problem management
Software Development Methodologies
Core Behavioural Competencies
Job Match
Applying expertise & Technology
Delivering Results & Meeting customer expectations
Presenting and Communicating information
Working with people
Writing and Reporting
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
2 - 3 years’ experience in IT problem management and troubleshooting within the Retail / Telecoms industry.
Certifications
ITIL
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
Span of Control | 0 |
Level of Engagement | Engagement will all levels within the organisation, internal and external to the business. |
Special Requirements / Employment Condition
Drivers Licence and Reliable Vehicle - both required
Ability to work extended /long hours as and when required
Required to travel locally
Workplace / Physical Requirements
Full-time Client Based Position
Billable