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Ops Specialist - Problem Management ( 1 year contract )

Job Ref
284516
Job Type
Contracting
Employer Type
Company
Date Added 17 Nov 2021
Expiry Date 15 Dec 2021
* There have been 7 applications to this job.
* This job has been viewed 3699 times.
Employer:
BCX

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
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.
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KEY DELIVERABLES AND 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.
• Develop and improve 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.
• Maintain a database of problems and incidents as well as 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.


EXPERIENCE:

• 5 years Problem Management experience
• Broad technical exposure & knowledge of Enterprise IT across SAP, Linux and Wintel systems (virtualized server environments and complex, leveraged networks)


QUALIFICATIONS:

• Relevant Diploma (NQF 6) in information technology
or Computer Science or similar.
• Alternatively, Grade 12 (NQF 4) with IT certification



 
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