Business unit, Department, Reporting
| Business Unit | Operate |
| Department | Service Quality and Excellence |
| Job grade | S6 |
Core Description
To perform Problem Management activities according to policy, process and procedures as agreed for contracted services to reduce the number of major incidents impacting the business.
To facilitate collection of information from incidents and drive Root Cause Analysis. Document Root Cause Analysis and remedial actions with a high degree of fidelity and quality, within stipulated SLA’s and OLA’s.
Monitor and drive corrective actions for RCA’s. Perform analytics. Produce reports on problem management activities.
Key Deliverables / Primary Functions
- Perform reactive problem management by identifying, investigating and resolving errors. Monitor progress on resolution of known errors and advise on major incidents/problems, identifying root causes within agreed SLA’s and OLA’s.
- Perform proactive problem management to identify potentially recurring problems and co-ordinate the establishment of permanent fixes that will prevent reoccurrence in the future. Identify trends and potential problem sources and facilitate expert recommendations on resolutions to prevent the replication of problems across multiple systems.
- Assist in improving processes, procedures and tools to achieve the control required for efficient and effective problem management.
- Produce reports on problem errors and problem resolution performance against agreed service levels.
- Keep SharePoint document repositories up to date.
- Chair and/or facilitate problem management meetings and reviews, providing input and feedback on problems/incidents being investigated.
- Manage the identification and effective mitigation of operational risk within the environment, in accordance with the defined risk management processes.
- Collaborate between and within BCX Divisions and establish and enhance relationships and network with partners, customers and vendors to deliver on service quality.
Core Functional Skills & Capabilities
Analytical and Problem Solving
Incident Management
Problem solving
Problem management
Core Behavioural Competencies
Job Match
Adapting & Responding to change
Applying expertise & Technology
Adhering to principles and values
Presenting and Communicating information
Writing and Reporting
Minimum Qualifications
NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Business
NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
NQF 6: 3 year Degree/ Diploma/ National Diploma in Engineering
Experience
- 3 years IT Problem Management Experience
Or
Grade 12- & 5 years IT Problem Management Experience
Certifications
ITIL Foundation
Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
| Span of Control | 0 |
| Level of Engagement | Interacting with clients as well as relevant stakeholders within BCX. |
Special Requirements / Employment Condition
Ability to work extended /long hours as and when required
Workplace / Physical Requirements
Billable
Full-time Client Based Position
"BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity."
