Incident Management
- Creates and Maintains Policies and processes relating to IT Incident Management Lifecycle
- Drives adoption of policies and procedures
- Drives a collaborative approach when dealing with incidents to achieve and 85% success rate in incident resolution
- Engages IT and stakeholders to ensure incidents are resolved as quickly as possible
- Identify and highlight risks during incident resolutions
- Ensures successful incident resolution
- Assists in compiling stakeholder readable post incident reports
- Provides support to the project management teams for post deployment incident management
- Provided daily, weekly and monthly reports on incidents and application availability
Problem Management
- Creates and Maintains Policies and processes relating to Problem Management
- Drives adoption of policies and processes
- Adopts a collaborative approach when dealing with ongoing problems
- Provides visibility to Management and Stakeholders on completed and outstanding preventative actions
- Provides trend analysis reports
- Ensures root cause analysis reports are documented and stored for sharing purposes
- Setup meetings, shares agendas and writes and shares meeting minutes for root cause analysis sessions
General
- Provides support to ITSM
- Provides support to change and release management
- Provides support to ITAM teams
Formal Education:
- Matric
- Degree or relevant qualification in Information technology or similar
Technical/ Legal Certification:
- A+
- ITIL Foundation
- ITIL Asset Management (Advantage)
- ITIL Release Control and Validation V3 or (Advantage)
- ITIL Service Transitioning V3 (Advantage)
- ITIL V4 Create, deliver and Support
- ITIL V4 Drive Stakeholder Value (Advantage)
- Kepner Tregoe problem solving or similar
- Advanced Microsoft Office
Experience:
- 3 years experience working with in Incident and problem management in an IT environment
- IT environment
