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