Specialist: Incident and Problem Management

at  Assupol

Description

• 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

1. 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

1. General

• Provides support to ITSM
• Provides support to change and release management
• Provides support to ITAM teams

Requirements

FORMAL EDUCATION:

• Matric
• Degree or relevant qualification in Information technology or similar

EXPERIENCE:

• 3 years’ experience working with in Incident and problem management in an IT environment
• IT environment
  Work Level
  Skilled
  Job Type
  Permanent
  Salary
  Market Related
  EE Position
  No
  Location
  Menlyn

Please refer the Job description for details