Incident Analyst (Junior) - Health Systems

at  Discovery Ltd

Business Unit: Discovery Health
Function: Information Technology
Date: 11 Jun 2024
Discovery – Health Systems
Junior Incident Analyst
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Health Systems
The Discovery Health Systems (DHS) is a world class software development house that enables the Discovery Health Business to use digital transformation as a competitive advantage. It focuses on rapid quality software delivery. Innovation and excellence are key attributes to all our initiatives. The skills and expertise in the team allows a diverse product development on all strategic, tactical and operational changes. Our environment is fast-paced and demands energy, drive, enthusiasm, ownership and creativity, but it rewards with an extremely fulfilling and stimulating environment that actively supports career growth and development.
Key Purpose
Resolves incidents common to a set of tickets, by analysis of underlying systems, evaluation of alternatives and the coordination of the implementation of fixes. Identify issues from sets of tickets by conducting trend analysis. Provides periodic reporting on incidents, as well as Incident Reports for major outages.
Areas of responsibility may include but not limited to

Incident Initiation Form

• Receive a ticket related to an incident from the service desk (or multiple tickets) and initiate Incident Management Process.

Incident Analysis Board

• Analyse incident trends and liaise with external teams to determine root cause.
• Prepare and publish incident communications as per process.
• Coordinate necessary meetings/discussions with all stakeholders to restore affected services.
• Diagnose possible fixes/work-around, evaluate and eliminate possible causes.
• Evaluate recurring incidents to establish common trends/patterns.
• Initiate Problem Management Process where relevant.

Incident Report

• For major incidents investigate the conditions and document the findings in an Incident Report.
• If required, present the findings in the relevant forums.

End of Day Summary Report

• Create an end-of-day summary report on incidents.
• Contribute to the summary monthly report of the area.

Guidelines, Standards and Reference examples

• Participate in internal forums such as Support Services Work Group and lead work streams, to contribute to the methodology and standards.
• Ensure that knowledge acquired in the Release process is shared within the larger Support community.

Personal Attributes and Skills

Behavioural skills

• Stress management, Time management and prioritisation, Customer/Service orientation, learning orientation Analytical thinking, and Technical Skills.
• Troubleshooting and problem analysis, Business writing, Incident trend analysis (statistical skills.

Education and Experience

• Matric - essential
• ITIL Foundation course – beneficial
• Minimum 18 months’ experience in Incident Management or Service Desk environment
• Process knowledge of Incident management and ITIL processes
• Technical knowledge of Service desk monitoring and support tools
• Telephone etiquette.

Please refer the Job description for details